Service Level Agreement

AbleCommerce Hosting understands the importance of server availability and resources. We have developed the following levels of service to ensure maximum performance and uptime. AbleCommerce Hosting is committed to providing superior network performance and the highest quality of care for our customers. Our goal is to provide SLAs that exceed industry standards while providing our customers with superior service.

• All AbleCommerce Hosting customers are automatically covered by the SLA at the time of purchase.
• Any AbleCommerce Hosting customer who purchases managed hosting services from AbleCommerce Hosting is covered by the SLA.
• AbleCommerce Hosting is committed to providing services at a standard of excellence commensurate with the best practice in the industry. This SLA does not apply to delinquent customers.

Our sites use several different forms that allow our customers to request information, products, and services. From these forms, we collect the following information:

• Visitors' contact information (like e-mail addresses)
• Unique identifiers (like customer numbers)
• Financial information (like account or credit card numbers)

The AbleCommerce Hosting SLA provides commitments in three key areas:

AbleCommerce Hosting is made up of a "Cisco Powered Network". This means that only Cisco Systems Network gear is used. Redundant network components are used to ensure uptime and eliminate any single point of failure. The network is multi-homed through multiple redundant high-speed connections providing fast, reliable connectivity.

AbleCommerce Hosting guarantees that the network will be available 99.99% of the time in a given month, excluding scheduled maintenance. AbleCommerce Hosting will refund the customer 5% of the monthly fee for each 30 minutes of downtime (up to 100% of customer's monthly fee). Network uptime includes functioning of all network infrastructure including routers, switches and cabling, but does not include services or software running on your server. Network downtime exists when a particular customer is unable to transmit and receive data and AbleCommerce Hosting records such failure in the ticket system. Network downtime is measured from the time the trouble ticket is opened by a customer to the time the server is once again able to transmit and receive data.

If a service interruption should happen, customers should submit a support ticket via the Hosting Control Panel. A request for a refund must be submitted within 7 business days of a service interruption.

AbleCommerce Hosting guarantees the functioning of all leased hardware components and will replace any failed component at no cost to the customer. Hardware replacement will begin once AbleCommerce Hosting identifies the cause of the problem. Hardware replacement is guaranteed to be complete within 2 hours of problem identification. In the event that it takes us more than 2 hours to replace faulty hardware, AbleCommerce Hosting will refund the customer 5% of the monthly fee per additional hour of down time (up to 100% of customer's monthly fee). Hardware is defined as the Processor(s), RAM, hard disk(s), motherboard, NIC card and other related hardware included under the server lease. This guarantee excludes the time required to rebuild a RAID array.