Service Level Agreement

We understand the necessity of high availability to our customers and make every effort to provide services that consistently exceed your expectations. The following service levels are designed to assure you of ultimate performance and maximal uptime. Each service level specifies the Service it is applicable to, the service level that applies, and how service credits are calculated for each service.

Entw Technology Networks provide a reactive hosting service for all websites and offer a 100% of Guarnteed Network Uptime. We do not constantly check the websites we host to ensure they are functioning correctly as routine use, maintenance and software updates can affect website functions. It is therefore the responsibility of the client to ensure their website is opporating as it should. ‘Always on’ and ‘managed hosting services’ support can be provided and can be quoted on on a case-by-case basis.

Power And Service Availability

Entw Technology guarantees that its power and service will be available 100% of the time in a given month. You will get Service Credit of Five percent (5%) of the Net MRC for each hour (or fraction thereof) of Downtime.

Replacement Guarantee

Entw Technology guarantees the functioning of all Hardware/Services, and will replace or repair any failed component at no cost to you within 1 hour of Team Entw Technology’s identification of the failed hardware/services (the “Replacement Guarantee”).

Network Uptime

Due to our extensive network infrastructure, Entw Technology can provide its customers with a 100% Network Uptime Guarantee. In the event that any service does not experience 100% uptime in a given month, Entw Technology will credit 5% of customer’s base monthly service fee for the first hour of downtime and subsequently an additional 5% for each hour of downtime thereafter with a maximum of an 80% refund. Any emergency scheduled downtime taken by Entw Technology will not apply towards this downtime calculation, nor to the credit calculation. This guarantee applies to Entw Technology’s network uptime and not to any hardware, software or services running on a customer’s server. Account credits will be issued when an SLA credit request is made by the client. All requests for credits must be made within 3 days of the incident. All requests for credits must be made by creating a support ticket at  BILLING department.

Exceptions

Entw Technology cannot be held liable for server downtime or data loss in any circumstance unless due to direct negligence including but not limited to the following circumstances:

i) Circumstances beyond Entw Technology’s reasonable control, including, without limitation, acts of any governmental body, war, insurrection, sabotage, embargo, fire, flood, 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 Entw Technology SLAs;

ii) Failure to access circuits to the Entw Technology’s Network, unless such failure is caused Solely by Entw Technology.

iii) Scheduled maintenance and emergency maintenance and upgrades. Entw Technology reserves up to 1 hour of server unavailability per month for maintenance purposes.

iv) DNS issues outside the direct control of Entw Technology.

v) False SLA breaches reported as a result of outages or errors of any Entw Technology’s uptime monitoring system.

Net MRC means

In respect of hosting services, the monthly recurring charge for the affected hosting Service for the configuration experiencing the issue, but excluding any add-on or optional Services which are not included as part of the standard hosting plan but are included as part of such customer’s monthly recurring charge. In respect of Cloud Services, your Net MRC will be based on your previous month’s usage for the affected Service where applicable or, alternatively, your average usage for the affected Service being pro-rated.

Technical Support

Entw Technology provides Customer with fully managed technical support on setup of Customer’s account on one or more of the Entw Technology’s servers, access, and other server related issues to the primary technical contact free of charge. Our servers are monitored 24 hours per day, 7 days per week, 365 days per year and support agents are available by Livechat, Support Ticket (Helpdesk System) or, E-mail as posted in the support section of the Company’s website. Please send us a message with the full description of the problem and Customer’s account username. Please do not send multiple messages on the same issue. Email issues must be addressed to the appropriate email account specified in the support section of the Company’s website.

Response times

Support, unless noted otherwise in a supplementary service level agreement, technical support is provided by Entw Technology on a first-come, first-served “best effort” basis. We aim to at least acknowledge, if not fully answered, all emails to our advertised support address (admin@entw.net) within 1 working hour. We aim to answer the phones during working hours, but under times of high demand or staff sickness, may defer to an answering service where we promise to return all messages as soon as possible.