Terms & Condtions
Hosted Services Service Level Agreement
HostXNow (“HostXNow”) strives to offer you (“Customer”) excellent service, including the availability of its Hosted Microsoft Exchange, Mail Archiving, Advanced Anti-Spam & Virus Protection & Online Backup services, VPS and Cloud Servers. By this Service Level Agreement (“SLA”), HostXNow guarantees to Customer that its Hosted Services will be available 100% of the time during any calendar month, subject to the terms and as set forth in this SLA (the “Uptime Guarantee”).
Downtime caused by any of the events noted below will be excluded from the Hosted Service availability calculations (“Excused Outages”):
(i) Customer environment issues affecting connectivity or interfering with the Hosted Services, including without limitation, Customer’s connection to the Internet (i.e., problems with the Customer’s Internet Service Provider, modem, cable, xDSL or dial-up connection or other Customer Internet connectivity issues) or any other Customer software or equipment, Customer’s firewall software, hardware or security settings, Customer’s configuration of anti-virus software or anti-spyware or malware software, or operator error of Customer;
(ii) third party attacks, including without limitation, hacks, intrusions, distributed denial-of-service attacks or any other third party actions intended to cause harm to or disrupt the Hosted Services, the HostXNow Website or HostXNow’s or its partners’ servers;
(iii) verified bugs of any third party software used in conjunction with the Hosted Services (including Microsoft software);
(iv) force majeure events, including, without limitation fire, flood, earthquake, elements of nature or acts of God; third party labour disruptions, acts of war, terrorism, riots, civil disorders, rebellions or revolutions; quarantines, embargoes and other similar governmental action; or any other similar cause beyond the reasonable control of HostXNow;
(v) issues related to third party domain name system (DNS) errors or failures;
(vi) scheduled maintenance of the Hosted Services, conducted on a regular basis, of which HostXNow will give Customer a minimum of 24hrs advanced notice by email or notification posted to the HostXNow Control Panel; and
(vii) emergency maintenance of the Hosted Services, not to exceed 4 hours in any month, for which Customer may not receive advanced notice.