Service Level Agreement – Web Support Revolution

Service Level Agreement

Web Support Revolution SLA declares strict financial guarantees for quality and availability of all main Service units and Support:

  • FireCDN Network will be available 100% of the time;
  • Web Control Panel will be available at least 99.5% of the time;
  • Backup service will be available at least 99.5% of the time;
  • All support-requests will be answered less than in 15 minutes (Corporate SLA), 3 hours (Business SLA) or 24 hours (Basic SLA).

If WSR fails to meet this SLA during any given calendar month, User’s account will be credited. Upon User’s request, WSR will issue a credit in an amount, defined by conditions of this Agreement and User’s SLA plan.

1. Definitions

Monthly Fee – is the base fee paid by User for the affected WSR service during calendar month when SLA was not met.

Service Credits – is the part of Monthly Fee that will be credited for particular SLA violation and User’s SLA plan.

FireCDN Network – is an equipment including content delivery nodes, DNS-service nodes and their IP-addresses.

Availability Level – is the part of time when the service was available during calendar month, calculated as ((current month full time duration – unavailability time) / current month full time duration).

Active Content Delivery Node – is the node which IP-address presented in FireCDN authority name server answers at the moment.

Support Answer Time – is the time since Ticket System received User’s request until operator sent the first answer. Calculated as the part of guaranteed answer time.

2. Service Credits calculations

Each of 4 following SLA violation types could be counted once during calendar month.

2.1. FireCDN

Availability LevelBasic SLABusiness SLACorporate SLA
< 100%5%10%15%
< 99.999%10%20%25%
< 99.9%20%40%50%
< 99.5%30%50%70%
< 99%50%70%90%

2.2. Web Control Panel

Availability LevelBasic SLABusiness SLACorporate SLA
< 99.5%5%10%15%
< 99%10%15%20%
< 95%20%25%30%

2.3. Backup service

Availability LevelBasic SLABusiness SLACorporate SLA
< 99.5%5%10%15%
< 99%10%15%20%
< 95%20%25%30%

2.4. Support

Support Answer TimeBasic SLABusiness SLACorporate SLA
> 100%5%10%15%
> 150%10%15%20%
> 200%20%25%30%

3. Acceptable web-availability measurements

WSR operates own distributed measurement system that controls availability of each hardware and software unit, at most, each second or more frequently.

WSR will also accept to review data from any commercially reasonable independent measurement system used by User. Such system must represent at least 5 geographically diverse locations in different major worldwide metropolitan areas.

4. Common exceptions

User will not receive any Service Credits under these SLAs in connection with any failure or deficiency caused by or associated with:

  • Circumstances beyond WSR reasonable control (“Force Majeure”), including, without limitation, acts of any governmental body, war, insurrection, sabotage, embargo, fire, flood, strike or other labor disturbance, interruption of or delay in transportation, unavailability of or interruption or delay in telecommunications or third party services, failure of third party software or inability to obtain raw materials, supplies, or power used in or equipment needed for provision of the WSR SLAs
  • Scheduled service interruptions
  • Failure of access circuits to the WSR network, unless such failure is caused solely by WSR
  • False SLA breaches reported as a result of outages, misconfiguration or errors of any SLA measurement system
  • Third-party digital or physical attacks on WSR servers, networks, and data centers, such as distributed denial of service attacks, or other forms of attacks or hacking
  • DNS propagation, non-RFC usage or other DNS issues outside the direct control of WSR
  • Any actions or inactions of User or any third party
  • Related to User maintenance, configurations, negligence, accidents or omissions or use of the Service in breach of Terms and Conditions or Acceptable Use Policy

5. Special conditions

5.1. This SLA not covers cases when violation was not affected a particular User on practice

5.2. This SLA not covers Support requests in following cases:

  • Additional request created before all previous requests closed;
  • More than 3 requests were made during one week;
  • Request contains already answered question;
  • Request connected to questions that out of WSR responsibility.

5.3. FireCDN Network unavailability time include periods when:

  • Entire FireCDN Network was not available to deliver content to the internet (regardless of the duration);
  • Entire FireCDN Network was not available to answer DNS-requests (regardless of the duration);
  • Any Active Content Delivery Node was not available to deliver content to the internet for more than last consecutive 1-minute period.

5.4. Backup service unavailability time not include periods when any functions were not available for particular Users due to task queue wait.

6. Service Credits request and payments

Each request in connection with this Agreement must be send within 30 days since the end of the calendar month when SLA was not met.

Each valid credit will be applied to User’s account no later than 30 days after WSR receipt and verification of User’s request. Service Credits are exclusive of any applicable taxes, duties, fees, or surcharges imposed by any controlling taxing authority.

The total amount credited to the User will not exceed the monthly fee paid by the User for such month.

7. Changes

WSR may modify this Agreement. Any and all changes to this Agreement will be posted on websupportrevolution.com. You are deemed to accept and agree to be bound by any changes to the Agreement when you use the Service after those changes are posted.