ITXS : Access for the IT Reseller SERVICE LEVEL AGREEMENT

Service Level Agreement (SLA)

Technical Support

ITXS will provide you with technical support on setting up your account, your access, VPS, basic website (for webhosting services), and other server related issues at no additional charge. ITXS will not provide free development-related support for web applications, scripts, or components from third parties or those developed by you. On your request ITXS can deliver support for such demands and other IT demands based on an hourly rate.

Email and online support is available Monday through Friday, excluding public holidays, from 8AM to 7PM UTC/GMT +1. Please be prepared to provide a full description of the problem and your Account ID.

ITXS's standard response time to technical support issues is within four hours. This response time depends on the complexity of the inquiry and support request volume.
The Technical Support Department assigns the highest priority to customer inquiries related to the servers unavailability or emergency faults. These issues are addressed first upon notification from a customer. Emergency faults will be answered after office hours (weekends, evening, night, holiday)

Emergency faults include:

  • Virtual Machine & Associated Infrastructure Down Faults
  • Packet Loss
  • Routing Issues
  • Emergency faults covers virtual machine down and networking faults only and doesn't cover operating system / software / applications or associated issues. ITXS may reclassify any issues misclassified as falling into one of the emergency categories listed above, and such issues will not qualify for emergency treatment. All other support issues will be handled during ITXS's standard support hours.

Online support chat and ticketing http://www.myxs.eu
Support e-mail address: Dit e-mailadres is beschermd tegen spambots. U heeft Javascript nodig om het te kunnen zien.

Scheduled Maintenance

To maximize optimal performance and security of the servers, ITXS will perform routine maintenance on the servers on a regular basis, requiring servers to be removed from service.
This server unavailability will not be included in server uptime calculations. The maintenance is typically performed during off-peak hours.
A minimum of 48 hours notification of maintenance will be provided except where maintenance is considered to be critical.
Notifications will be provided via the customer portal http://www.myxs.eu

Availability

ITXS's primary commitment is to provide outstanding online services to all customers. To support this commitment, ITXS observes the following schedule of remedies for any failure to meet the express guarantees in this Service Level Agreement.
ITXS guarantees at least 99.95% uptime availability (including VPS, network, hosting, mail, storage, ...) for all services. Uptime refers to the amount of time that the services are available. This uptime is measured only by ITXS's internal monitoring.

  • Network Availability is defined as the ability to pass incoming and outgoing TCP/IP traffic through ITXS's network.
  • Application (Web) Server Availability is defined as the ability to retrieve the HTTP headers from the hosting server.
  • Mail Server Availability is defined as the ability to retrieve the SMTP, POP and IMAP headers from the mail server.
  • Data Backup Server Availability is defined as the ability to send and retrieve data from the hosting server.

A virtual machine (VPS) is considered available when it is:

  • Powered on; or ready to power on in the customer portal;
  • Able to access data stores associated with the virtual machine;
  • Connected to the virtual switch and able to pass packets between the virtual switch and the virtual machine

Virtual machine availablity does not include downtime caused by any software running on the virtual machine, including such software as operating system software, application software or any other software that runs on the virtual machine.

Storage Capacity / Data Transfer

Each account is allotted storage capacity and data transfer amounts on ITXS servers according to the plan and options selected by you. This storage size and data transfer allotments can be increased by request for an additional fee. The servers may stop accepting, processing, or delivering data when the purchased limit is reached thus causing server unavailability or data loss. ITXS shall not be held responsible for such unavailability or data losses.

Data Integrity

ITXS employs sophisticated RAID techniques to ensure the integrity of the data on its servers; the data is written to two or more disks simultaneously to prevent data loss in the event of hardware failure. ITXS performs routine server backups for disaster recovery purposes only. Server backup scope and scheduling is at ITXS's sole discretion.

Data Retention

ITXS shall not be responsible for retaining any your data after account termination. All data is deleted from the servers after the account is terminated and from back-ups during scheduled backup rotation. ITXS shall not restore, provide on any storage media or send out any data pertaining to
existing or terminated accounts unless agreed to by ITXS.

Customer Responsibilities

To access ITXS’s services you 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
  • Tools to develop and publish content as you find suitable and necessary tools to access database servers if such services are purchased by you.

Penalties For Non Compliance

Should ITXS not be able to maintain 99.95% uptime for any given month, ITXS will credit a percentage of the monthly fees paid by you for that given month. This credit does not apply to fees paid for any add-ons, including domain names, dedicated IPs, software installations or management packages.

Upon your written or email notice to ITXS, if a service availability for the full month is below the guaranteed level, ITXS will issue a refund to you according to the schedule below.

  • Availability 99.90% - 99.99% - 5% of monthly fee credited (till 45mins downt/mth)
  • Availability 99.80% - 99.89% - 10% of monthly fee credited (46 - 90mins downt/mth)
  • Availability 99.70% - 99.79% - 15% of monthly fee credited (91 - 135mins downt/mth)
  • Availability 99.60% - 99.69% - 25% of monthly fee credited (136 - 180mins downt/mth)
  • Availability 99.00% - 99.59% - 40% of monthly fee credited (181 - 450mins downt/mth)
  • Availability less then 99.00% - 80% of monthly fee credited (more then 451mins downt/mth)

Restrictions

Customers shall not receive any refunds under this SLA in connection with any failure or deficiency of virtual machine availability caused by or associated with:
Circumstances beyond ITXS's reasonable control, including but not limited to, acts of any government body, fire, flood, earthquake, strike or other labour disturbance, interruption of / or delay in transportation, unavailability of / or interruption or delay in telecommunications or third party services, virus attacks or hackers, failure of third party software (including, without limitation, ecommerce software, payment gateways, chat, statistics or free scripts); scheduled maintenance and emergency maintenance and upgrades; customers acts or omissions (or acts or omissions of others engaged or authorised by the Customer), including without limitation, custom scripting or coding
(e.g., PHP, Perl, HTML, ASP, etc), any negligence, willful misconduct, or use of the Services in breach of ITXS's Terms and Conditions and Acceptable Use Policy; hardware failure, reboots, domain name server problems outside of ITXS's control , DNS or any other systems that make it appear as if the services are not available. Propagation; outages elsewhere on the Internet that hinder access to the Customer's account. ITXS is not responsible for browser or DNS caching that may make your server appear inaccessible when others can still access it and other browser problems.

Applying for a refund

You must meet the below requirements in order to be eligible for an SLA credit :

  • Your account must be in good standing (no outstanding invoices)
  • You must submit a ticket through our helpdesk ( https://www.myxs.eu/ ) to the billing department or send a mail to Dit e-mailadres is beschermd tegen spambots. U heeft Javascript nodig om het te kunnen zien.
  • All requests must be submitted within 5 days of the reported downtime
  • All requests must contain a ticket # of the service interruption

MAXIMUM TOTAL PENALTY

The total refund to you for any account may not exceed 80% of the monthly fees charged to that account during the month for which the refund is to be issued.

 

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