Carolina Blue Web Hosting is proud to offer an exceptional level of performance, reliability, and service. That is why we are making commitments to our customers in the form of a Service Level Agreement (SLA) which provides certain rights and remedies regarding the performance of the Carolina Blue Web Hosting network. The Carolina Blue Web Hosting Service Level Agreement (SLA) guarantees our network/equipment reliability and performance. This Service Level Agreement (SLA) applies to customers of Carolina Blue Web Hosting's web hosting, reseller, dedicated server, co-location, e-commerce, and dial-up/dedicated access services.

Uptime Guarantee:

Carolina Blue Web Hosting strives to maintain a 99.5% network and server uptime service level. This uptime percentage is a monthly figure, and is is calculated solely by Carolina Blue Web Hosting monitoring systems or Carolina Blue Web Hosting authorized/contracted outside monitoring services. If Carolina Blue Web Hosting fails to meet it's 99.5% uptime guarantee, and it is not due to one of the exceptions below, credits will be made available to each client, upon request, on a case by case basis. Carolina Blue Web Hosting will credit a full month's service. Details on how credit amounts are calculated can be found below.

Carolina Blue Web Hosting reserves the right to change or modify this SLA to benefit the Client, and will post changes to location currently housing this SLA at time of modification, which will be made available to Client. Except as set forth in this SLA, >Carolina Blue Web Hosting makes no claims regarding the availability or performance of the Carolina Blue Web Hosting network or servers. Specific terms/points of this SLA may be adjusted on a case by case SLAand Service Agreement, the Service Agreement terms/points prevail over this general SLA policy. The Service Agreement signed/agreed by client, is above and beyond this SLA, and Service Agreement terms are in affect, including, but not limited to, limitations of liability.

Exceptions

Customer shall not receive any credits under this SLA in connection with any failure or deficiency of the Carolina Blue Web Hosting network caused by or associated with:

Carolina Blue Web Hosting's goal is to make the Carolina Blue Web Hosting network available to Clients free of outages for 99.5% of the time. An "outage" is defined as an instance in which Client is unable to transmit and receive IP packets due to a Carolina Blue Web Hosting service failure for more than 15 consecutive minutes, excluding service failures relating to Carolina Blue Web Hosting's scheduled maintenance and upgrades. The Carolina Blue Web Hosting network does not include client premises equipment or any Telco access facilities connecting Client's premises to such infrastructure. Carolina Blue Web Hosting's goal is to keep Average Round-Trip Latency on the Carolina Blue Web Hosting network to 85 milliseconds or less. Carolina Blue Web Hosting defines "Average Round-Trip Latency", with respect to a given month, as the average time required for round-trip packet transfers between the Carolina Blue Web Hosting network and major US backbone peering points during such month, as measured by Carolina Blue Web Hosting. Carolina Blue Web Hosting's goal is to keep Average Packet Loss on the Carolina Blue Web Hosting network to 1% or less. Carolina Blue Web Hosting defines "Average Packet Loss", with respect to a given month, as the average percentage of IP packets transmitted on the Carolina Blue Web Hosting network during such month that are not successfully delivered, as measured by Carolina Blue Web Hosting.

Carolina Blue Web Hosting will periodically (on average every 10 minutes) monitor Carolina Blue Web Hosting network and server availability using software and hardware components capable of measuring application traffic and responses. Client acknowledges that that such measurements may not measure the exact path traversed by Client's internet connection, and that such measurements constitute measurements across the Carolina Blue Web Hosting network but not other networks to which Client may connect. Carolina Blue Web Hosting reserves the right to periodically change the measurement points and methodologies it uses without notice to Client. Full network and server reporting will be posted to a location designated by Carolina Blue Web Hosting and made available to Client.

Carolina Blue Web Hosting stands behind all equipment on our network. Faulty hardware is rare, but cannot be predicted nor avoided. Carolina Blue Web Hosting utilizes only name brand hardware of the highest quality and perfomance. Carolina Blue Web Hosting will replace all faulty hardware affecting performance levels of equipment within 12 hours, which includes hardware issues that cause server crashes or speed issues. Hardware failure resulting in complete network/server outage/downtime will be corrected within two hours of problem identification. Router failure is an exception to this SLA guarantee, and may require on-site Cisco engineers or backbone provider emergency personnel to correct the problem. Router failure is governed by current Carolina Blue Web Hosting partners with Cisco and backbone providers in regard to the emergency repair service in case of such an issue. Carolina Blue Web Hosting will replace all faulty hardware on dedicated servers (rented or leased servers), at no charge to the Client, with an unlimited free replacement policy. This includes parts ordered as upgrades.

Credit requests must be made on the Carolina Blue Web Hosting web site, by emailing to accounting. Each request in connection with network/server outages/downtime must be received by Carolina Blue Web Hosting within five days of the occurance. Each request in connection with Average Round-Trip Latency or Average Packet Loss in a calendar month must be received by Carolina Blue Web Hosting within five days after the end of such month. The total amount credited to a Client for Carolina Blue Web Hosting not meeting SLA service levels will not exceed the service fees paid by Client to Carolina Blue Web Hosting for such services for the period in question. Each validly requested credit will be applied to a Client invoice within 30 days after Carolina Blue Web Hosting's receipt of such request. Credits are exclusive of any applicable taxes charged to Client or collected by Carolina Blue Web Hosting. Upon Client's request (in accordance with the procedure set forth below), Carolina Blue Web Hosting will issue a credit to Client for network/server outages/downtime occurring during any calendar month that are reported by Client to Carolina Blue Web Hosting and confirmed by Carolina Blue Web Hosting's measurement reporting. Such credit will be equal to one MONTH's worth of service. If Average Round-Trip Latency on the Carolina Blue Web Hosting network for a calendar month exceeds 85 milliseconds, then upon Client's request, Carolina Blue Web Hosting will issue a credit to Client equal to one MONTH's worth of service. If Average Packet Loss exceeds 1% during a calendar month, then upon Client's request, Carolina Blue Web Hosting will issue a credit to Client equal to one MONTH's worth of service.

Your account can be cancelled ONLY by submitting a secure service cancellation form from within the client Account Management Center. Other methods of cancellation are not valid. Once the appropriate form has been submitted, client's account will be cancelled within 60 minutes, during normal business hours.