[email protected] | 7F Hanston Bldg., Ortigas Center, Pasig City | +63 2 3 490 0000 | +63 2 8 636 8050 | +63 917 847 6005 | | | |
Service Level Agreement for iManila Internet Hosting Services
Updated May 3, 2019

By signing up for iManila Internet Hosting Service/s, Client will benefit from the present network and power uptime guarantee if billed directly by iManila.

The following guarantee is applicable to all iManila Internet Hosting clients. All clients of renewable Service/s and whose accounts are in order are eligible for the present Guarantee Terms.

I. Guarantee Terms

A. 99.5% Network Uptime

iManila guarantees 99.5% network uptime for all subscribers of a solution with a network connection included. In effect, we guarantee that downtimes due to Network Outage will not exceed 8.76 hours per year. In the event that a network outage beyond the stipulated 8.76 hours per year should happen, iManila will compensate Client with a credit equivalent to one day of service for every hour of Network Downtime that is beyond the guaranteed level. The credit amount that can be claimed shall not exceed Client’s total monthly due. Unavailability is defined by failed PING commands to the IP address of the server hosting your website. This unavailability must be directly caused by problems in the connection linking iManila to the internet and must be verifiable from multiple external Internet hosts.

Exclusions:

The guarantee is limited to network unavailability on the network operated by iManila as well as the hardware owned by iManila or one of the direct suppliers. The guarantee is in no case applicable to external network problems that might cause local interruptions for some internet service providers. The guarantee is in no case applicable to unavailability caused by hardware or software malfunctions, application of the acceptable use policy, network slowdown, planned maintenance activities or any event that is not directly under the control of iManila. Any request for credit concerning a problem other than network uptime will be analyzed and treated individually as an independent request which is not subject to the network uptime guarantee.

B. 99.5% Power Availability

iManila guarantees 99.5% electrical power supply and availability of its datacenter for all subscribers of a solution with an electrical supply port or an amp circuit involved. In effect, we guarantee that Power Unavailability downtimes per year will not exceed 8.76 hours. If a Power Outage beyond the stipulated 8.76 hours per year should happen, iManila will compensate Client with a credit equivalent to one day for every hour of Power Unavailability beyond the guaranteed level. The credit amount that can be claimed shall not exceed Client’s total monthly due. This unavailability must be caused by problems directly related to the data center’s electrical supply, your server or bay’s power supply.

Exclusions:

The guarantee is limited to electrical power unavailability due to hardware directly owned and operated by the iManila or one of its direct suppliers. Any request for credit concerning a problem other than electrical power supply will be analyzed and treated individually as an independent request which is not subject to the electrical power supply guarantee.

II. Claim Procedure

The guarantee is limited to Network and Power Unavailability only. All requests must be made within seven (7) days following the end of the month in question. All claim requests must include the starting time of the unavailability, the time when services came back to normal, and at least three (3) “trace route” commands taken during the unavailability. Any incomplete claim request form will be discarded. The request will be processed within 10 to 15 working days following its reception.

III. Guarantee Contract

The guarantee is automatically valid for all of the iManila Internet Hosting subscribers. iManila reserves the right to modify the present guarantee at any time, without notice.

Let's work together!


Make the first move! Let iManila help you maximize your presence online.

Just fill out your contact details and tell us what you need, then we’ll be sure to get back to you as soon as possible.



 

Terms and Conditions | Privacy Policy | Site Map
Copyright © 2018 iManila