Service Level Agreement
THIS AGREEMENT DESCRIBES SERVICE LEVEL GUARANTEES PROVIDED TO YOU BY newGLOBALweb.
1. Technical Support.
newGLOBALweb provides You with technical support on setup of your account on the newGLOBALweb server, access, and other server related issues to the primary technical contact free of charge. newGLOBALweb doesnot provide support for web applications, third party software, scripts, or components from thirdparties or developed by You.
newGLOBALweb's servers are monitored 24 hours a day, 7 days a week, 365 days per year and support agents are available by email as posted in the support section of newGLOBALweb site. Please send us a message with the full description of the problem and your account username. Please do not send multiple messages on the same issue. Email issues must be addressed to the appropriate emailaccount specified in the support section of newGLOBALweb site. Email containing support issues sent toother departments such as billing or sales may not be answered.
2. Billing and other account related inquiries.
All inquiries regarding newGLOBALweb billing for its services should be sent to the address specified in the members section of newGLOBALweb site.
All inquiries regarding reselling newGLOBALweb's services, purchasing of new accounts and available discounts should be addressed to the address specified in the members section of newGLOBALweb site.
3. Escalation.
If You are dissatisfied with newGLOBALweb's Hosting Service or if you are unable to resolve a technical support issue within the parameters outlined in this Service Level Agreement please contact newGLOBALweb's Sales at the address specified in the members section of newGLOBALweb site regarding your concerns. The Sales will review your concerns, investigate,and respond to You within one business day. As issues may be complex or require extensive investigation, this one business day response time does not imply that a resolution is guaranteed within one business day.
4. cPanel Control Panel and server management.
newGLOBALweb account holders are provided with newGLOBALweb's on-line account and server management tool - cPanel. This tool is designed to give You complete control over Your account and server services purchased from the newGLOBALweb. newGLOBALweb expects You to usethe cPanel Control Panel to perform all routine account and server management tasks.
The cPanel Control Panel, server management documentation, and help is availableon-line at the newGLOBALweb's Support Site, as well as within the cPanel Control Panelitself. If you experience difficulty using the cPanel Control Panel, newGLOBALweb'sTechnical Support personnel will help You learn to use this tool. However, newGLOBALweb's Technical Support shall not be expected to perform for You the tasks that can be done through the cPanel Control Panel.
5. Servers Availability.
newGLOBALweb is fully committed to providing quality service to all customers. To support this commitment, newGLOBALweb observes the following schedule of penalties for its failure to comply withthis Service Level Agreement.
APPLICATION (WEB) SERVER AVAILABILITY
newGLOBALweb guarantees 99.5% monthly average scheduled availability of its Application (Web) Servers. Application (Web) Server availability is defined as your ability, via web browser, toretrieve the HTTP headers from a hosting server. newGLOBALweb does not monitor availability of individual web sites but only monitors the server availability as a whole.
Application (Web) Server Availability Monitoring
To verify that the server is available newGLOBALweb will ping HTTP service on the server by retrieving HTTP headers every 5 minutes with a 30-second threshold. If HTTP service does not respond, the server is considered non-operational and is automatically rebooted. If rebooting the server does notsolve the problem, it is immediately escalated to the Support Center.
In cases where two or more consecutive HTTP tests fail, server downtime will be registered as the number of minutes between the first and the last failed tests. Downtime of less than 5 minutes induration is not recorded. newGLOBALweb calculates server uptime based on this type of server monitoring.
MAIL SERVER AVAILABILITY
newGLOBALweb guarantees 99.5% monthly average scheduled availability of its Mail Servers. Mail Server availability is defined as client's ability to send (SMTP) and retrieve (POP3) e-mail via the particular mail server. newGLOBALweb does not monitor individual mail sites but only monitors the server as awhole. Mail server unavailability caused by denial of service attacks, mail bombing, and other flooding techniques is not included in uptime calculations.
Mail delivery protocol (SMTP) is a "store-and-forward" type of protocol that does not guarantee immediate delivery of e-mail messages. In the case the first delivery attempt is failed mail server re-attempt to deliver messages to the addressee according to a predefined schedule. In the case the messages cannot be delivered for a period of time exceeding 48 to 72 hours, the messages arereturned to the sender.
Mail Server Availability Monitoring
To verify that the server is up we ping SMTP and POP services (retrieve SMTP and POP headers)every 5 minutes with a 30-second threshold. If either service does not respond, the service is considered non-operational and is automatically restarted. If two or more consecutive SMTP or POP tests fail, the problem is immediately escalated to the Support Center.
In cases where two or more consecutive SMTP or POP tests fail, server downtime will be registered as the number of minutes between the first and the last failed tests. Downtime of less than 5 minutes in duration is not recorded. newGLOBALweb calculates server uptime based on this type of server monitoring.
NETWORK AVAILABILITY
Network availability is defined as newGLOBALweb network's ability to pass incoming and outgoing TCP/IPtraffic. Servers' unavailability caused by network unavailability is not included in server uptime ifsuch network unavailability is caused by factors beyond the newGLOBALweb's control. Interruptions of service due to problems on the backbone or on the customer's portion of the network are beyond thenewGLOBALweb's control. Interruptions of service caused by denial of service or similar attacks are beyond the newGLOBALweb's control and are not included in uptime calculations.
SCHEDULED MAINTENANCE
To guarantee optimal performance of the servers, newGLOBALweb will perform routine maintenance on theservers on a regular basis. Such maintenance often requires taking newGLOBALweb servers off-line. newGLOBALweb reserves two hours of server unavailability per month for maintenance purposes. This server unavailability is not included in server uptime calculations. The maintenance typically is performed during off-peak hours. newGLOBALweb provides You with advance notice of maintenancewhenever possible.
PENALTY FOR NON-COMPLIANCE - APPLICATION SERVER AVAILABILITY
Upon your notice to newGLOBALweb, if availability of any server for the month is below the guaranteed level, newGLOBALweb will refund to You according to the schedule below a portion of the monthly fees charged for the month during which such loss of server availability occurred.
Server availability 99.0% - 99.5%
5% of monthly fee credited
Server availability 98.0% - 98.9%
10% of monthly fee credited
Server availability 95.0% - 97.9%
15% of monthly fee credited
Server availability 90.0% - 94.9%
25% of monthly fee credited
Server availability 89.9% or below
2.5% credited for every 1% of lost availability
To receive the refund You must specifically request it during the month following the month forwhich the refund is requested. You must provide all dates and times of server unavailability along with your account username. This information must be submitted to newGLOBALweb. newGLOBALweb will compare information provided by You to the server availability monitoring data the newGLOBALweb maintains. A refund is issued if the unavailability warranting the refund is confirmed.
Maximum Total Penalty
The total refund to You for any account may not exceed 50% of the monthly fees charged to that account during the month for which the refund is to be issued.
6. Server Storage Capacity.
Each account is allotted storage capacity on newGLOBALweb servers according to the plan or option sselected by You. This storage size can be increased through on-line control panel for an additional charge up to the maximum amount allowed for each plan or service. The servers may stop accepting, processing, or delivering data when the purchased limit is reached thus causing server unavailability or data loss. newGLOBALweb shall not be held responsible for such unavailability or data losses.
7. Ownership of Data.
All data created by You and/or stored by You within newGLOBALweb's applications and servers are your property and is for your exclusive use unless access is permitted by You. newGLOBALweb shall allow access to such data by authorized newGLOBALweb personnel and shall provide access in compliance withnewGLOBALweb's Privacy Policy. newGLOBALweb makes no claim of ownership of any web server content, e-mail content, or any other type of data contained within the account holder's server space and applications on newGLOBALweb's servers.
8. Data Integrity.
newGLOBALweb employs sophisticated RAID techniques to ensure the integrity of the data on its servers; the data is written to two disks simultaneously to prevent data loss in the event of hardware failure. newGLOBALweb reserves the right to place accounts on non-raid servers as necessary. Routine backups are performed for emergency recovery purposes only. newGLOBALweb SHALL NOT RESTORE THE DATA UPON YOUR REQUEST. Web server raw log files are not included in the backups and cannot be recovered during server restoration.
In the event of data corruption, hardware failure or other data loss, newGLOBALweb will make efforts to restore lost or corrupted data from server backups. newGLOBALweb shall not be responsible for lost data orsite content. newGLOBALweb recommends that Customer maintain a local copy of all data uploaded or stored on newGLOBALweb servers.
9. Data Retention.
newGLOBALweb SHALL NOT RETAIN ANY OF YOUR DATA AFTER ACCOUNT TERMINATION. ALL DATA IS DELETED FROM THE SERVERS AT THE TIME THE ACCOUNT IS TERMINATED AND FROM BACK-UPS DURING SCHEDULED BACK-UP ROTATION. newGLOBALweb SHALL NOT RESTORE, "BURN" TO CD, OR SEND OUT ANY DATA PERTAINING TO EXISTING OR TERMINATED ACCOUNTS.
10. Customer Responsibilities.
To access newGLOBALweb services customers must provide at the very minimum:
an Internet connection with sufficient bandwidth and quality to allow trouble-free browsing and data uploading and downloading;
a fully functional Internet browser;
a fully functional POP/SMTP e-mail program (client);
tools to develop and publish content as customer deems necessary;
tools to access database servers if such services are purchased by the customer.
11. Privacy Statement.
newGLOBALweb values the privacy of its customers. Please refer to newGLOBALweb's Privacy Policy for furtherinformation.
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