This Service Level Agreement ("SLA") supplements and is incorporated into the Internetivo.com Terms and Conditions of Service. This SLA defines the level of service you can expect for our hosting and server infrastructure ("Service"), outlines our Uptime Goal, and crucially, defines the limited scope of our responsibility.
1. Uptime Goal (Service Availability)
Internetivo.com sets an Uptime Goal of 99.5% availability for network connectivity and essential server infrastructure services in any given calendar month.
Definition of Downtime: Downtime is defined as the period when the Customer's hosted Service is unavailable due to an unexpected failure of Internetivo.com's core network or server hardware that directly prevents access.
Exclusions from Downtime: The following are not counted as Downtime:
Scheduled maintenance and upgrades.
Suspension of service due to AUP violations, non-payment, or security risks (e.g., outdated software).
Issues related to the Customer's code, applications, or database.
External factors beyond our reasonable control (Force Majeure events).
Third-party failures (e.g., domain registrar issues, DNS propagation).
2. Limitation of Liability and No Guarantees
You acknowledge and agree that hosting and internet services are inherently complex and subject to risks, outages, and potential data loss.
A. NO Guarantee of Uptime
The 99.5% Uptime Goal is a target, not a guarantee. Internetivo.com does not guarantee that the Services will be uninterrupted, error-free, or completely secure.
B. NO Liability for Downtime or Financial Loss
In the event the actual service availability falls below the 99.5% Uptime Goal, the Customer acknowledges that their sole and exclusive remedy, if any, will be limited to a service credit as defined in Section 3, or no remedy at all, depending on the severity and cause.
Internetivo.com shall not be liable for any direct, indirect, incidental, special, or consequential damages (including, but not limited to, lost profits, lost data, or business interruption) arising from unexpected downtime, even if the downtime is prolonged or severe.
C. NO Responsibility for Data Loss or Backups
While Internetivo.com may offer backup services as a courtesy, we make no guarantee regarding the integrity, completeness, or reliability of any backups.
Customer Responsibility: It is the Customer's sole and absolute responsibility to maintain, verify, and regularly test independent off-site backups of all data hosted on our infrastructure.
Exclusion of Liability: Internetivo.com is not responsible and accepts no liability whatsoever for any data loss, data corruption, or failure to successfully restore data, whether due to faulty backup systems, hardware failure, human error, hacking, or any other cause.
3. Service Credits (Sole Remedy)
If the actual service availability for a billing month falls below the 99.5% Uptime Goal, the Customer may be eligible to request a Service Credit as their sole and exclusive remedy for any Downtime.
Credit Calculation: The maximum credit provided will not exceed 5% of the monthly fee for the affected Service, regardless of the extent of the Downtime.
Request Requirement: Service Credits must be requested by the Customer in writing (via support ticket) within seven (7) calendar days of the end of the month in which the Downtime occurred. Failure to request the credit within this timeframe forfeits the right to the credit.
Limit: The Service Credit shall be applied against future invoices and may not be exchanged for a refund.
4. Scheduled Maintenance
Internetivo.com may conduct scheduled maintenance, upgrades, or emergency maintenance to ensure the security and performance of its infrastructure.
We will attempt to provide reasonable notice for scheduled maintenance that is expected to cause a significant service interruption.
Maintenance performed during standard low-traffic hours (e.g., 01:00 to 05:00 EET) is typically uncompensated and is excluded from Downtime calculations.
