01.COM CLOUD HOSTING SERVICE LEVEL AGREEMENT (SLA)
Contents
- Summary
- Our Goals
- Our Promises
- Definitions
- Your Goals
- Our non-performance penalties
- Restrictions
Summary
"You" means our customers using the 01.com ("we" or "us") Zimbra and BES cloud ("shared") hosting service.
Thank you for considering and using our services. We hope setting clear performance expectations with measurable accountability and transparency will encourage you to choose and grow with 01.com as much as our personalization and innovation, our responsive, available and expert support, international infrastructure and affordable pricing.
This SLA is comprised of Goals we make commercially reasonable efforts to meet, and Promises about the minimum expectations you should have of our hosting services. We will not always meet our Goals, as they define our ambition and we are in the process of building a business to achieve them. On the other hand, if we do not meet our Promises, we will reevaluate our operations, and provide service credits based on non-performance penalties documented below.
Striving to learn from our experience and in the spirit of setting clear expectations, we have taken this SLA a step further to also document our expectations for Your Goals, so you can be prepared to benefit most from our services.
Our Goals
- Assume your positive intent: 100%
- Remember email is critical to your business: 100%
- Up-time: 100%
- Outage Response: under 15 minutes 24x7
- Online help desk Trouble Ticket Response, based on your reasonable prioritization
- Low: 10 days, no material productivity loss associated with the issue
- Medium: 7 days, there may be a work slow down caused by the issue (the default priority for email tickets)
- High: 3 days, one person may be experiencing a work slow down
- Urgent: 48 hours, one person's work is stopped, or a group may be slowed
- Emergency: 24 hours, a group's work may be stopped, or a company's may be slowed
- Critical: today, and as soon as practical, a company's work is stopped due to an issue
- Chat response: under 5 minutes, 18x7 (7AM-1AM, CDT (GMT-5))
- Phone response: under 15 minutes, 18x7 (7AM-1AM, CDT (GMT-5))
- Upgrades and updates
Our Promises
- Up-time
- Average monthly across all services: 99.90%
Receive a month of your service at a discount if we don't perform.
- Monthly for each individual service: 99.70%
Receive a month of your service at a discount if we don't perform.
- Outage Response: under 1 hour 24x7
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Definitions
"01.com Systems" are our services that use SMTP, POP, IMAP, HTTP and other standard internet protocols to send and receive data between you and us across the internet.
"Testing" of the 01.com Systems is delivered by Pingdom, a third-party systems' monitoring company, whose role is to provide global, reliable, public, and relatively credible Testing of our Systems over the internet from different countries, simulating your experience with 01.com.
"01.com Systems Status" is a website maintained by 01.com to publicly present Testing results gathered automatically about every five minutes: http://status.01.com.
"Outage" ("down-time") only occurs when Testing fails due to 100% unavailability of a service.
"Outage Length" is determined from the first Testing failure, to the next Testing success of the service.
"Outage Response" is measured from the time an Outage is reported, to the time we respond to that Outage.
"Outage Impact" is the mailboxes directly impacted by an Outage, excluding those mailboxes indirectly impacted by, for example and not limited to, inability or reduced ability to communicate, share information or work with mailboxes directly impacted.
"Scheduled Maintenance" is Hosting services maintenance, defined by our Agreement.
"Up-time" for a given service is the time from beginning to end of a given calendar period, subtracting the aggregate Outage Lengths outside of Scheduled Maintenance during the given calendar period. Up-time is delivered as a percentage, where 100% means no recorded Outages for a calendar period.
"Trouble ticket response" is measured from the time our online helpdesk successfully receives your ticket, to the time we reply to your ticket or begin work on it, whichever comes first. Use your email address and password to securely login to the 01.com online help desk and submit your trouble tickets: https://helpdesk.01.com
"Chat Response" is measured from the time we receive your chat at our support team's AIM screen name help@01.com (looks like an email address, it's not), to the time we respond.
"Phone Response" is measured from the time we receive your call at one of our toll-free phone numbers available in 20 countries, to the time we answer your call.
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Your Goals
- Assume our positive intent. We want to help you. Our team is composed of career support technologists each on average with about 3 years Zimbra experience, and more with mobile devices, email, groupware, and technology management. It's not just a job to most of us, most of the time.
- Remember the technology is such we cannot guarantee 100% up-time, nor resolution of issues within a specific time-frame, only rapid, professional response, an up-time consistent with our reported track record, and that we are devoted. That is: we are email specialists with nothing better to do than improve your mail systems and fix issues as they occur. And while we file bug reports, vote for fixes and request features and enhancements, we often wait like millions of other Zimbra users for updates, and cannot fix most software issues independently.
- Check our Systems Status page prior to communicating with 01.com about a service issue, and wait at least 10 minutes for us to report information about your issue. And in the event of a reported issue, stay-tuned to the Systems Status page instead of contacting us, so we can focus on resolution.
- Help us to help you. Review and apply our published best practices for describing service issues: How to submit a trouble ticket. Use our comment and rating system in our online help desk knowledge base, and our feedback system, among others, to identify documentation that needs updating and improvement. You'll find us responsive.
- Join our list and alerts server (listserve) for alerts about scheduled maintenance, and set your list and alerts server preferences for technical explanations about issues after the fact, instead of questioning us by phone, chat or ticket.
- Reasonably assign a priority to your tickets based on our priorities description.
- Base your ticket priority on issues directly caused by our systems, that is, issues that we can directly impact and resolve.
- In the event you have an external issue causing urgency, for example you are migrating from problem ISPs/mail hosts, or you must quickly remove/change a technical or billing contact for your organization, please chat/call in addition to submitting a ticket, so we can activate a coordinated emergency response.
- Help us to help you, more. In the event you assign Emergency or Critical priorities, patiently explain why the issue has such priority for you and your organization in the ticket body so that we clearly understand the imperative.
- The 01.com shared/cloud is a community of thousands of organizations, keep in mind we must make decisions that are in the interest of all of our users, for example, while ticket priority is assigned by you, ticket priority is ultimately determined by us at our sole discretion, and tickets of the same priority are typically prioritized first-come, first served. If you prefer more independence, please consider a dedicated server.
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Our non-performance penalties
Average monthly Up-time across all services
| 99.90% to 100.00% |
0% |
| 99.70% to 99.89% |
10% |
| 99.50% to 99.69% |
25% |
| 99.49% or below |
50% |
Monthly Up-time for each individual service
| 99.70% to 100.00% |
0% |
| 99.50% to 99.69% |
10% |
| 99.00% to 99.49% |
25% |
| 99.00% or below |
50% |
Outage Response
| Less than an hour |
0% |
| 1 to 1.99 hours |
10% |
| 2 to 3.99 hours |
25% |
| 4 hours or greater |
50% |
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Restrictions
To benefit from the guarantees offered by this SLA, you must have accepted the terms of our Agreement in full, be in good financial standing with 01.com, have been outside of a free trial period with 01.com for the entirety of the calendar period during which non-performance occurred, and have active mailboxes subject to the Outage Impact for the calendar period during which non-performance occurred.
Non-performance penalties are not cumulative for any one calendar period. If multiple non-performance penalties apply for a given calendar period, the largest single penalty shall apply.
When due, service credits for our non-performance are limited to:
- future services;
- credit only for the number of active mailboxes subject to Outage Impact;
- up to 50%, based on our non-performance penalties, above, of the calendar period in which the non-performance occurred, monthly in the case of up-time for an individual service or average monthly up-time across all services; and
- requests for service credits received by the 01.com Billing department through the online help desk ticketing system within 30 days of the end of the calendar period during which non-performance occurred, specifying the number and names of Outage Impact mailboxes.
We may guarantee only those areas under the control of our company: our links to the Internet, routers, switches and servers. Customer shall not receive any credits under this SLA in connection with any Outage, failure or deficiency caused by or associated with:
- circumstances beyond 01.com's reasonable control, including, without limitation, your former ISP or mail provider(s), acts of any governmental body, terrorism, war, insurrection, sabotage, theft, armed conflict, embargo, fire, flood, strike or other labor 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, Zimbra, BES, the Red Hat operating system, ecommerce software, payment gateways, chat , Asterisk, statistics, or free scripts) or inability to obtain raw materials, supplies, or power used in or equipment needed for provision of this SLA;
- failure of bandwidth providers to the 01.com's data center Network, unless such failure is caused solely by 01.com or its data centers;
- scheduled maintenance and emergency maintenance and upgrades, such as and not limited to the case of installing security patch releases;
- Firewall and DNS issues outside the direct control of 01.com's data centers;
- issues with FTP, POP, IMAP, or SMTP client access;
- false SLA breaches reported as a result of outages or errors of any 01.com's measurement system;
- customer's acts or omissions (or acts or omissions of others engaged or authorized by customer), including, without limitation, custom scripting or coding (e.g., CGI, Perl, HTML, ASP, etc.), any negligence, or willful misconduct;
- delays in e-mail or webmail delivery and transmission;
- data loss or unavailability;
- DNS (Domain Name Server) Propagation;
- outages elsewhere on the Internet that hinder access to your account;
- Testing failures that do not result in unavailability of hosting services, such as and not limited to third-party monitoring system errors, and Testing misconfigurations;
- unmonitored services; and
- browser or DNS caching that may make your web mail or domain admin appear inaccessible when others can still access it
[Go to SLA CONTENTS]
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