THIS SERVICE LEVEL AGREEMENT (SLA) DESCRIBES GUARANTEED SERVICE LEVELS PROVIDED TO OUR CUSTOMERS WHO RECEIVE WEB HOSTING AND EMAIL SERVICES DESCRIBED BELOW.
If you wish to produce a separate SLA for your company, please contact support@auncor.com and we will accommodate you. Charges may apply, depending on changes to your specific SLA.
I. Web and Other Hosted Services.
The following Web Hosting features are available to you: Web page serving, including content serving based on ASP, ASP.NET, and PHP;
E-Mail and related features such as web-based mail reading, sending and delivering of electronic messages, email virus and SPAM Filtering;
Domain Name Services and related features such as Domain Registration and Domain Resolution services;
Database Services such as MS SQL, MySQL, and MS Access;
Statistics reporting in the form of 3rd party reporting tools.
Email setup will be completed within one business day from time of request
II. Technical Support.
Web Hosting Email Support
support@auncor.com Operates 24 X 7 X 365
Web Hosting Phone Support
612.548.3333
Hours:
Monday through Friday, 8:30am – 5:30pm Central Time.
Holidays – no phone support but email support is available.
To better assist you, please send us a message with the full description of your support request including complete error messages and screenshots when available, along with your account name.
Auncor standard response time is one hour or less. The response time, however, may depend on the nature and complexity of the inquiry, or unexpected call volume. One-hour support reply does not apply to any “how to”, connectivity or software development related inquiries since such issues often involve extensive research and testing.
Technical Support assigns the highest priority to inquiries related to the servers' unavailability. Such inquiries are addressed immediately upon notification. It may take some time to resolve the issue, so you may not get an immediate reply.
III. Customer Service, Billing and Sales Inquiries.
Non-technical inquiries regarding your Auncor hosting account should be sent to support@auncor.com
Billing inquiries should be sent to billing@auncor.com
Please note: Auncor must receive notice of billing disputes within thirty days of the date your credit card was charged for services.
All inquiries regarding purchase of new accounts or addition of services should be addressed to support@auncor.com
IV. Service Availability.
Auncor is committed to providing the highest quality service to all customers. To support this commitment, Auncor gives the following service level guaranties and observes the following schedule of penalties for any failure to meet those guarantees.
Auncor guarantees 99.5% Service Availability, measured on a calendar-month basis. Service Availability is defined as the ability of a user within an organization to:
serve web pages from our hosting location and send and receive messages via the email server provided that the user meets the requirements under section X, below.
Hosting Infrastructure Unavailability
Auncor monitors the infrastructure as a whole but does not monitor individual websites or mailboxes. Web and Email server unavailability caused by denial of service attacks, mail bombing, and other Denial of Service techniques is not included in uptime/downtime calculations.
Please note: Server downtime is not recorded and no credit is issued during scheduled or emergency system maintenance. Outages caused by the actions beyond Auncor's control including, but not limited to DoS attacks or other forms of intrusion are excluded from the uptime/downtime calculations.
Network Availability
Service unavailability resulting from network unavailability will not be included in the Service Availability calculation. Network unavailability is defined as Datarde network's inability to pass incoming and outgoing TCP/IP traffic, including but not limited to backbone problems, problems on the customer's portion of the network, interruptions of service caused by denial of service or similar attacks or other forms of intrusion.
Hardware Failure
In the event of a Auncor server hardware failure, Auncor shall replace or repair hardware within eight hours of Auncor’s determination that the hardware has failed. Such hardware failure, and repair and replacement of the hardware and the associated downtime shall not affect the Service Availability calculation.
Scheduled Maintenance
To guarantee optimal performance of the hosting infrastructure, it is necessary for Auncor to perform routine maintenance on the servers. Such maintenance often requires taking Auncor web and email servers off-line, typically performed during off-peak hours.
Auncor will give you advance notice of maintenance requiring the servers to be taken off-line whenever possible. Auncor reserves one hour of Service unavailability per month for maintenance purposes. Such unavailability is not included in the Service Availability calculation.
Refund for Non-compliance – Hosting Infrastructure availability
For each full 1% of Service availability falling below the guaranteed 99.5% up-time guarantee, upon your notification (described below), Auncor will provide you with a refund in the amount of 5% of that month’s paid regular service charges.
To receive the refund you must send a request with your account username, including all dates and times of server unavailability, to support@auncor.com, in the month immediately following the month for which the refund is requested.
Auncor will then compare the information provided by you to the server availability monitoring data Auncor maintains and notify you of the issuance of any refund. A refund is issued if the unavailability warranting the refund is confirmed by Auncor server monitoring data.
V. Ownership of Data.All data created or stored by you within Auncor servers are your property. Auncor shall allow access to such data by only authorized Auncor personnel. Auncor makes no claim of ownership of any web server content, e-mail content, or any other type of data contained within the accountholder's server space or within applications on Auncor servers.
VI. Data Integrity.
Hosting packages includes Backup Services which includes:full server backup performed once weekly to the backup device over the network;backup copy retention time is two weeks; Back-up Services do not include the process of restoring individual files, mailboxes or parts thereof. Auncor can restore the content of your website for a flat fee of $50. Auncor is not responsible for data loss resulting from the failure or loss of backup media.
VII. Data Retention.
COMPANY SHALL NOT RETAIN ANY OF YOUR DATA INCLUDING BUT NOT LIMITED TO THE CONTENT OF YOUR WEBSITE, EMAIL, LOG FILES, AND BACKUP COPIES. ALL DATA IS DELETED FROM THE SERVERS AND BACK-UP MEDIA AFTER ACCOUNT TERMINATION.
VIII. Customer Responsibilities.
To access Auncor services, you must provide at the very minimum: an Internet connection with sufficient bandwidth and quality; network connection should not constrain browsing or email functionality; a fully functional Internet browser; Microsoft Outlook/Outlook Express software for each user who will connect directly to the email server.
IX. Amendments.
This Agreement may be amended from time to time upon thirty calendar days prior written notice to you.
