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JWM Marketing & Web Design, web design and SEO agency in Land O' Lakes, Florida
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Service Level Agreement

100% Network Uptime Guarantee

This 100% uptime guarantee applies only to JWM Marketing and Web Design hosting clients who are in good financial standing at the time a service outage occurs.

Specifications

JWM Marketing and Web Design aims to keep its public network available worldwide at all times. Network downtime is defined as complete packet loss between JWM Marketing and Web Design and its backbone providers. Downtime is counted starting ten minutes after a network outage is reported through JWM Marketing and Web Design’s online ticket system. If the ticket system is unavailable, the issue must be reported by calling the Network Operations Center or using emergency paging services. Network administrators will confirm the end of downtime using trace route testing to the backbone providers from the JWM Marketing and Web Design network.

Credit

If the public network does not achieve 100% uptime during a given month, JWM Marketing and Web Design will apply a credit equal to 5% of the customer’s monthly service fee for the affected services. Additional credits will be applied for each additional thirty minutes of network downtime, up to a maximum of 100% of the monthly service fee.

Server Abuse

The customer is not eligible to receive credits under this Service Level Agreement for any network availability issues caused by or related to the following:
  • Events beyond the reasonable control of JWM Marketing and Web Design, including government actions, war, sabotage, armed conflict, embargoes, fire, floods, labor disputes, transportation delays, power outages, telecommunications failures, third party service interruptions, cyberattacks, viruses, or failures of third party software such as ecommerce platforms, payment gateways, chat tools, analytics, or free scripts.
  • Failures of bandwidth providers serving the JWM Marketing and Web Design network, unless the failure is caused solely by JWM Marketing and Web Design.
  • Scheduled maintenance, emergency maintenance, or system upgrades.
  • DNS issues that are outside the direct control of JWM Marketing and Web Design.
  • Customer access issues related to FTP, POP, IMAP, or SMTP services.
  • Incorrect SLA outage reports caused by errors or failures in JWM Marketing and Web Design monitoring or measurement systems.
  • Actions or omissions by the customer, or by others authorized by the customer, including custom scripts or code (such as CGI, Perl, HTML, or PHP), negligence, intentional misuse, or violations of the Acceptable Use Policy.
  • Email or webmail delivery and transmission delays.
  • DNS propagation delays.
  • Internet wide outages that prevent access to your account. JWM Marketing and Web Design is not responsible for browser or DNS caching that may make a site appear unavailable when it is accessible to others.
JWM Marketing and Web Design guarantees only the services and systems that are directly under its control.

  • JWM Marketing and Web Design server connections to the internet.

  • JWM Marketing and Web Design network routers.

  • JWM Marketing and Web Design servers.

JWM Marketing & Web Design
3632 Land O’ Lakes Blvd Ste 142
Land O’ Lakes, FL 34639
(813) 692-9444