Your business website is crucial. We understand that. Downtime and disruption are bad for business, and you want confidence that your chosen web hosting provider is taking its responsibility seriously. Website.com.bn Service Level Agreement (SLA) is designed to give you a peace of mind, to tell you what you can expect from our team and what we’ll do to make things right if they ever go wrong. Our SLA covers the various components that keep your site up, running and safe.
For our Customers this SLA is a contract between you, and Website.com.bn. It outlines our responsibilities to you and the compensation we will provide if those responsibilities are not met. We reserve the right to change or modify this SLA, and will post changes or modifications thereto, on our website. Except as set forth in this SLA, we make no claims regarding the availability or performance of our network or servers.
Website.com.bn strives to achieve at least 99.9% uptime for all customers. Except under the conditions mentioned in the next section below, if the uptime of customer’s website is less than 99.9%, Website.com.bn will issue a credit to customer according to the following table:
• 99.9% – 0% credit
• 99.8% – 10% credit
• 99.7% – 20% credit
• 99.6% – 30% credit
• 99.5% – 40% credit
• 99.4% – 50% credit
• 99.3% – 60% credit
• 99.2% – 70% credit
• 99.1% – 80% credit
• 99.0% – 90% credit
• Less than 99% – 100% credit
This uptime percentage is a monthly figure, and is calculated solely by our monitoring systems or authorized/contracted third-party monitoring services. Please note that scheduled downtime is not counted as ‘real downtime’ and you will not get a refund for it. In order to get a refund, you will need to open a ticket with our billing department and claim the downtime by including logs and other details you feel relevant. The credit will be applied to your account within 7 days after your claim is approved. Credits may not be issued if Customer account is past due, suspended, or pending suspension.
Our Customers shall not receive any credits under this SLA in connection with any failure or deficiency of our providers network caused by or associated with:
• Circumstances beyond reasonable control, including, without limitation, acts of any governmental body, war, insurrection, sabotage, embargo, “Acts of God” (i.e. fire, flood, earthquake, tornado, etc…), strike or other labour disturbance, interruption of or delay in transportation, unavailability of or interruption or delay in telecommunications or third party services, failure of third party software or inability to obtain raw materials, supplies, or power used in or equipment needed for provision of the Service Level Agreement.
• Telco Failure (i.e. cutting a fiber line somewhere)
• Backbone peering point issues (PAIX)
• Scheduled maintenance for hardware/software upgrades
• DNS issues not within our direct control
• Client’s acts or omissions, including without limitation, any negligence, wilful misconduct, or use of our services in breach of our Policy and Service Guidelines (Acceptable Usage Policy), by Client or others authorised by Client.
• DDOs attacks or any IRC related attacks
Website.com.bn provides Customer with technical support on setup of customer’s account at one or more of our servers, access, and other server related issues to the primary technical contact free of charge. Website.com.bn however, does not provide support for web applications, third party software, scripts, or components from third parties or developed by Customer.
Our servers are monitored 24 hours per day, 7 days per week, 365 days per year and support agents are available by email, instant messaging and social media. Technical support is provided on a first-come, first-served “best effort” basis. We aim to at least acknowledge, if not fully answer, all messages and emails within 12 working hours.
Website.com.bn will do its best to announce any scheduled maintenance at least 24 hours ahead of time to the Customer. We however, reserve the right to perform emergency maintenance without any prior notification, should it be deemed necessary to protect and maintain the security and integrity of the Service.
Backups and Data Loss
Website.com.bn’s backup service runs once a week and overwrites any of our previous backups. Only one week of backups are kept at a time. This service is provided as a courtesy and may be modified or terminated at any time at our sole discretion. You agree to use Website.com.bn’s backups at your own risk. We do not guarantee the existence of backups at all times and recommend the Customer to store their own backups periodically.
Cancellation / Refund Policy
Website.com.bn does not have a refund policy. All sales are considered final. We do not prorate any part of our billing fees for any unused time. Request for refund under exceptional circumstances however, may be subjected to review, but will be handled on a case by case basis. You may cancel your Website.com.bn account at any time you desire. If you cancel your account you are entitled to keep the domain that we have registered for you on your behalf.
Billing and Late Payment
It is your responsibility to ensure that your payment information is up to date, and that all invoices are paid on time. You agree to pay for the Services in advance of the time period during which such Services are provided. You acknowledge that if any payment for renewal is not received within thirty (30) days after due date we may limit or suspend the Services. Accounts not paid by four (4) months past the due date may also be subject to a B$10.00 reconnection fee.
You accept that Website.com.bn shall not register or renew a Domain Name until payment has been received, unless otherwise agreed in advance by us. You also agree that any Domain Name not renewed by the specified date risk being deactivated, and Website.com.bn accepts no liability for loss of business resulting from such deactivation. In the event of a late renewal payment, any additional charges levied by the Domain registrar is to be borne by Customer.
Last Updated: 20 August 2017