Database Mart LLC Service Level Agreement (SLA)

Welcome to SQL Server Mart's Service Level Agreement (SLA). This document outlines our commitment to providing reliable network and hardware uptime to our valued customers. We strive to maintain the highest standards of service quality and ensure transparency in our operational procedures. At SQL Server Mart Inc., we guarantee 99.9% uptime for our customers. Please review the following terms carefully to understand how we guarantee performance and handle situations beyond our control. Should you have any questions or require clarification, our team is here to assist you.

Exemption Scenarios

Many possible situations are completely beyond the control of SQL Server Mart Inc., and therefore are not in the scope of this Compensation Policy. These situations include, but are not limited to, the following:

Scheduled Network Maintenance

Occasional network maintenance will be required. Database Mart LLC will do everything possible to minimize and avoid downtime during this maintenance. You will receive prior notification of upcoming maintenance at the email address we have on file. Scheduled maintenance periods are not eligible for SLA credits.

Hardware Regular Maintenance

To ensure server reliability and efficiency, we conduct regular hardware inspections. If any hardware is deemed unfit for continued use, maintenance or replacement may be necessary. SQL Server Mart Inc. schedules and notifies in advance for planned maintenance to minimize downtime. Therefore, downtime resulting from scheduled maintenance, communicated and executed as planned, will not be eligible for compensation under our network SLA (Service Level Agreement).

Hardware Failure Replacement

SQL Server Mart Inc. guarantees that in the event of a dedicated server hardware failure, the faulty hardware will be replaced within 4 hours of identifying the issue. If this guarantee is not met, SQL Server Mart Inc. will provide compensation according to the SLA (Service Level Agreement). This guarantee excludes the time required for additional software-related maintenance, such as rebuilding web accounts from backups or reconstructing RAID arrays.

Software Maintenance

An important part of managing a dedicated server is keeping the software up to date. If a customer chooses to have SQL Server Mart Inc. to manage their server, occasional software updates will be required to address security or performance issues. Usually customers will experience little or no downtime in these situations, but we cannot guarantee a specific amount of time in all situations.

Malicious Attacks

If a third party not affiliated with Database Mart LLC initiates a ‘Denial of Service’ or other disabling attack, such as virus attacks or hacking, against a customer's Dedicated Server or major portions of our network, Database Mart LLC will make every effort to halt the attack. However, we cannot guarantee a specific resolution time.

Force Majeure

Circumstances beyond Database Mart LLC’s reasonable control, including, without limitation, acts of any governmental body, war, insurrection, sabotage, armed conflict, embargo, fire, flood, strike or other labor disturbance, interruption of or delay in transportation, unavailability of or interruption or delay in telecommunications or third party services, failure of third-party software (including, without limitation, ecommerce software, payment gateways, chat, statistics or free scripts).

Customer Responsibilities

Customer misuse, abuse, or overuse of the server, or violation of Database Mart LLC's terms and usage policies, including but not limited to custom scripting or coding (e.g., CGI, Perl, HTML, ASP, etc.), custom operating systems, and custom firewall rules, resulting in operating system failures, network issues, or server downtime, are not covered under our SLA compensation policy.

Compensation Policy

In addition to the Exemption Scenarios, if SQL Server Mart fails to achieve the guaranteed 99.9% network and hardware uptime, we will provide compensation by issuing a credit equal to ten times the actual amount of additional downtime. This calculation is based on our commitment to maintain 99.9% uptime per month, allowing for a maximum downtime of 0.72 hours (for a 30-day period). Other downtime beyond this limit is considered additional downtime. For example, if your server experiences 1 hour of additional downtime, you will receive compensation equivalent to 10 hours of downtime.

All requests for compensation must be received within 8 business days of the incident in question. The amount of compensation may not exceed the Package's monthly recurring charge.