Service Level Agreement

We offer a 99.9% Uptime Guarantee excludes 3:00 a.m. ~ 5:00 a.m. pacific standard time, business hosting services* and services interruptions caused by: (1) periodic scheduled maintenance or repairs we may undertake from time to time, of which you have been notified or have been made public via public or email announcement; (2) emergency maintenance, (3) interruptions caused by you from your configuration, custom scripting, coding or the installation of third-party applications; (4) outages that do not affect the appearance of your website but merely affect access to your website such as FTP and email; (5) causes beyond our control or that are not reasonably foreseeable; (6) outages related to the reliability of certain programming environments, (7) distributed denial of service (DDOS) attacks, and (8) problems caused by your physical location (9)problems caused by our service providers(10)Any events beyond the reasonable control of eShop Verified eCommerce Solutions. Examples include, but are not limited to, fire, flood, virus attacks/ hacking, or failure of third party software.(11)DNS issues outside our direct control(12) Any customer actions that lead to the server having technical issues. Examples include, but are not limited to, custom scripts or coding, 3rd party software installed on the server, willful misconduct or breach of our terms and conditions(13)Upgrades, scheduled maintenance or emergency maintenance (14) server reboots.

Most eShop Verified eCommerce Solutions Business hosting services have block ping to prevent ping flood. If you need to monitor our business hosting service, you will need to open a ticket to provide us a static ip address that will be using to ping our business hosting servers. There are other restrictions on our business hosting servers due to security reasons. Therefore, business hosting services are not included in the uptime guaranteed.

We maintain and monitor our servers daily. We use off peak hours to make sure everything operating normally during normal business hours. Therefore, 3:00 a.m. ~ 5:00 a.m. will not be included in the 99.9% uptime guarantee.

Which means your web site is guaranteed to be operational 99.9% of the time in any calendar month excluding the exceptions. This service uptime allows for 45 minutes of (HTTP) service outage per month as defined here. For each additional 45 minutes of downtime you will receive 10% store credit. Regardless of the number of outages, all refunds are limited to one month’s hosting service fees and do not include add-ons, excess usage fees or other nonstandard recurring charges.

NETWORK UPTIME FOR THE MONTH PERCENTAGE OF MONTHLY CREDIT UPON PROPER REQUEST
99.9 – 100% 0% credit
99.7 – 99.8% 10% credit = 3 days
99.5 – 99.6% 25% credit = 8 days
99.3 – 99.4% 50% credit = 15 days
99.0 – 99.2% 75% credit = 23 days
98.9% and below 100% credit = 1 month

We will not be held responsible for Service Outages resulting from remote/outside operated equipment including, but not limited to, Internet NAP failures or congestion and backbone failures. Additionally, we will not be held responsible for delays in the registration or transfer of a domain due to InterNIC-related issues, for outages resulting from malfunctioning customer scripts or applications that are installed by the customer, or for unusual traffic spikes or “denial of service” attacks on customer web sites.

Refunds will be issued upon request by the customer and upon determination that a service outage, as defined by this guarantee, has occurred. Refund requests must be made within five (5) days of the issuance of the invoice that represents the time period during which the service outage took place. To claim your credit, please submit a ticket to our support team from within your eShop Verified eCommerce Solutions Customer Control Panel where you order your related services. Any credit due will be allocated as store credit to your account and can be used towards future billing charges or to purchase other services on our website or affiliated websites or you may request to convert it into amazon gift card. All amazon gift card request will be delivered through technical support board. Please secure your account, we are not liable for any loss due to any failure on maintaining your own account securely on your side.