Horesh Studios - SLA ( Service Level Agreement )

99.5% Network Uptime Guarantee

In the event that network connectivity for your contracted services is unavailable for more than 0.5% of time in any calendar month, one full day's service credit will be awarded for each hour of downtime beyond the 0.5% threshold. The maximum credit awarded in any calendar month will not exceed 100% of that month's service fees.

Exceptions

Customer shall not receive any credits under this SLA in connection with any failure or deficiency if caused by or associated with:

Circumstances beyond Horesh Studios, LLC.'s reasonable control, including, without limitation, acts of any governmental body, war, insurrection, sabotage, embargo, fire, flood, strike or other labor disturbance, interruption of or delay in transportation, unavailability of or interruption or delay in telecommunications, upstream providers or third party services, failure of third party software or inability to obtain raw materials, supplies, or power used in or equipment needed for provision of the service level agreement.

Failure of access unless such failure is caused solely by Horesh Studios, LLC.'s scheduled and emergency maintenance and upgrades. DNS issues outside the direct control of Horesh Studios, LLC.
Claims

All claims for credit under this guarantee must be submitted to the Horesh Studios, LLC. customer server HelpDesk and should be received no later than 7 days after the incident to which they relate. Customer must be current on all invoices in order to receive credit and all SLA credits will be applied to the next month's invoice.