This Service Level Policy specifies the level of service provided by Dovetail Internet Technologies, LLC ("Dovetail") to users of the Dovetail Network and Dovetail’s associated Services. Dovetail reserves the right to modify this Policy at any time, effective upon posting of the modified Policy to this URL: http://www.dovetailinternet.com/SLP.
Last Modified: Tuesday, January 17, 2006
99.6% Service Availability Guarantee
Service Availability Guarantee Scope:
Dovetail's Service Availability Guarantee is to have the Dovetail Network and Dovetail’s associated services available 99.6% of the time, as calculated and recorded by Dovetail’s monitoring software.
Scheduled Maintenance Scope:
Scheduled Maintenance shall mean any maintenance at any facility to which Subscriber's service is connected of which Subscriber is notified in advance. Notice of Scheduled Maintenance will be provided to Subscriber's designated point of contact by a method elected by Dovetail (telephone, email, fax or pager).
Service Availability Guarantee Process:
At Subscriber's request, Dovetail will calculate Subscriber's "Network Unavailability" in a calendar month. "Network Unavailability" consists of the number of minutes that the Dovetail Network or Dovetail’s associated services were not available to Subscriber, and includes unavailability associated with any maintenance at any Dovetail facility to which Subscriber's service is connected other than Scheduled Maintenance. Outages will be counted as Network Unavailability only if Dovetail notifies Subscriber of the outage in accordance with the Outage Reporting Guarantee set forth below or if Subscriber notifies Dovetail within two business days of the outage. Network unavailability will not include Scheduled Maintenance, or any unavailability resulting from (a) any Subscriber-ordered modification or updates, (b) Subscriber's applications, equipment, or facilities, (c) acts or omissions of Subscriber, or any use or user of the service authorized by Subscriber, (d) outages experienced by Dovetail’s providers, or (e) reasons of Force Majeure (as defined in the applicable service agreement).
Service Availability Guarantee Remedy:
If Dovetail fails to meet the Service Availability Guarantee, at Subscriber's request, Subscriber's account shall be credited for the pro-rated charges for one day of the Dovetail Monthly Fee for the service with respect to which a Service Availability Guarantee has not been met; provided, that Subscriber may obtain no more than one credit per day, irrespective of how often in that day Dovetail failed to meet the Service Availability Guarantee.
Subscriber Care Quality
Outage Reporting Guarantee
Outage Reporting Guarantee Scope:
Dovetail's Outage Reporting Guarantee is to notify Subscriber after Dovetail's determination that Subscriber's service is unavailable. Dovetail’s standard procedure is to make a properly formatted request to each of Subscriber's services every five minutes. If Subscriber's service does not respond after four consecutive cycles, Dovetail will dispatch support personnel to determine the nature of the unresponsiveness. If it is deemed that the Dovetail service is unavailable, Dovetail will contact Subscriber's designated point of contact by a method elected by Dovetail (telephone, email, fax or pager).
Outage Reporting Guarantee Process:
The Outage Reporting Guarantee is applicable only if Subscriber completes Dovetail’s Web Hosting Agreement form in its entirety. Subscriber is solely responsible for providing Dovetail accurate and current contact information for Subscriber's designated points of contact. Dovetail will be relieved of its obligations under this Outage Reporting Guarantee if (a) Dovetail’s contact information for Subscriber is out of date or inaccurate due to Subscriber's action or omission, (b) outages experienced by Dovetail’s providers, or if (c) Dovetail's failure is due to reasons of Force Majeure (as defined in the applicable service agreement).
Outage Reporting Guarantee Remedy:
If Dovetail fails to meet the Outage Reporting Guarantee, at Subscriber's request Subscriber's account shall be credited the pro-rated charges for one day of the Dovetail Monthly Fee for the service with respect to which this Guarantee has not been met; provided, that Subscriber may obtain no more than one credit per day, irrespective of how often in that day Dovetail failed to meet the Outage Reporting Guarantee.