Service Level Agreement
This Service Level Agreement (SLA) of Node Junction (www.nodejunction.com) applies to all the customers availing services of Node Junction effective on signing up for any services that Node Junction is offering.
This SLA may be amended at any time by Node Junction. Node Junction is defined as the hosting service provider or company. Customer is defined as client, user from here on.
Service Availability with 99.92% uptime
It is the total time in a calendar month that the Node Junction is available through the Internet, provided that Client has established connectivity. Node Junction takes responsibility for the Service Availability within its immediate layer/services, and cannot be held liable for problems directly related to an upstream bandwidth provider/ISP/Data Centers. The Node Junction will be available to clients free of network outages for 99.92% of the time.
Support Coverage Hours
24 hours, 7 days a week. Support ticket and email responses within 15 minutes to 2 hours.
Any unplanned interruption in Service Availability during which the Client is unable to access the services as described in preceding section, provided the interruption is determined to have been caused by a problem in the immediate Node Junction network as confirmed by Node Junction. Service Downtime is measured as the total length of time of the unplanned interruption in Service Availability during a calendar month. Node Junction is not responsible for any unplanned outages due to third-party softwares or incorrect configuration of packages provided with all our services or for any actions taken by the client.
Scheduled Service Downtime
The time Node Junction has planned to run servicing or maintenance activities causing interruption of Hosting Services. Scheduled Service Downtime occurs during a Node Junction server maintenance window, which occurs in conjunction with a 7 days notice to the Client via electronic communication to the email address registered during the account opening.
These scheduled service downtime also termed as "Planned Activities" would include, but not limited to any service for maintenance or any other works like outage fixing and upgrades of technical equipment. Planned Works are excluded from the calculations of Service Availability Levels or Uptime and such Planned Activities shall not exceed 12 hours of real service unavailability in any calendar year.
This SLA does not cover Service Downtime caused by problems in the following: Client's Infrastructure (LAN, ISP, etc.) Client-provided Internet connectivity or end-user software Client's negligence on account renewal Entities inside Client's internal network including, but not limited to, firewall configuration and bandwidth shaping, local area workstations, or other servers, equipment, and software that have a potential bearing on the local networking environment
Service Downtime Exclusions
The following are excluded from the monthly calculation of Service Availability: Any utilized Scheduled Service Downtime Any problems beyond the immediate Node Junction network segment Any interruptions, delays or failures caused by Client or Client's employees, agents, or subcontractors, such as, but not limited to, the following: - Inaccurate configuration - Non-compliant use of any software installed on the server - Client initiated server over-utilization Any problems related to attacks on the machine such as hacking, bandwidth-based attacks of any nature, and service or operating system exploits.