Service Level Agreement

Important Legal Agreements

Ur-Sltn LTD provides web hosting to clients worldwide, and we have a responsibility to protect each client and to provide the best services available. All clients of Ur-Sltn LTD are subject to the following terms of service:

Indemnification Policy

You agree to use all Ur-Sltn LTD services and facilities at your own risk. Ur-Sltn LTD specifically disclaims all warranties of merchantability and fitness for a particular purpose. In no event shall Ur-Sltn LTD be liable for any loss, or loss of data, or other commercial damage, including but not limited to special, incidental, consequential or other damages.

Customer agrees that it shall defend, indemnify, save and hold Ur-Sltn LTD harmless from any and all demands, liabilities, losses, costs and claims, including reasonable attorney's fees asserted against Ur-Sltn LTD, its agents, its customers, officers and employees, that may arise or result from any service provided or performed or agreed to be performed or any product sold by customer, it's agents, employees or assigns. Customer agrees to defend, indemnify and hold harmless Ur-Sltn LTD against liabilities arising out of Any injury to person or property caused by any products sold or otherwise distributed in connection with Ur-Sltn LTD's server.

Ur-Sltn LTD reserves the right to intervene with any of the sites hosted on its servers in the interest of its customers. Any material supplied by customer infringing or allegedly infringing on the proprietary rights of a third party Copyright infringement any defective products sold to customer from Ur-Sltn LTD's server. Ur-Sltn LTD shall be the sole judge of what violates this Policy.

Billing

At this time we bill monthly, quarterly, semi-annually and annually, depending upon the plan. If you are not satisfied within your first 30 days we would be happy to provide you with a full refund (For some special offers the money-back-guaranteed day will be varied; and Domain Name registration fee is nonrefundable).

We accept Visa, Master Card, American Express, Discover Card. For webhosting plans we will setup your account without any paying. Clients are encouraged to pay by credit card as it is the easiest way to handle payment at this time. Their are no contract periods but for each successive period, your contract is automatically renewed unless we are notified otherwise.

Service Commitment

Ur-Sltn LTD will user commercially reasonable effort to make sure all service are available with a monthly uptime of at least 99.5%. To achieve this we have technicians available and ready to intervene 24/7. In the event of Ur-Sltn LTD Hosting does not meet the Service Commitment, you will be eligible to receive a Service Credit as described below. Please note that this SLA does not cover the services and software running on the server, but rather the infrastructure supporting your application/service. To achieve our service commitment we carry out comprehensive round-the-clock monitoring that will let us know of even the slightest sign of any potential issue. Each report is then handed by our highly trained technicians to perform a full diagnostic. If there is a potential threat that will disrupt your service we will keep you well informed and update you on the process.

Network Infrastructure

Network infrastructure refers to the hardware and software resources of the entire network that enable network connectivity, communication, operations and management. Network infrastructure provides communication paths between services and the external network/internet. Network infrastructure is defined as the portion of the network extending from the outbound port of your server to the outbound port on the border router.

Hardware Infrastructure

Hardware is defined as the processor(s), RAM (Random Access Memory), hard disk(s), motherboard, NIC (Network Interface Card) and other related hardware included within the server. In the unlikely event of an unfixable server hardware failure, we guarantee that hardware will be replaced within two hours of the problem(s) being diagnosed.

Maintenance

As with all things, proactive maintenance is highly important in ensuring that you are receiving the best possible service. For the most part, our infrastructure allows us to perform a lot of our maintenance tasks without any service disruption. In the case that there will be a disruption we will inform you with adequate time and ensure that the work is done in the earliest hours of the morning so as to ensure the least possible disruption to you and your customers. Planned maintenance time is excluded from our monthly uptime commitment.

Support

With regards to support we guarantee that our qualified technical support team is available 24/7 for emergency telephone support. Should there be a problem; rest assured that a qualified engineer will be working on the problem within 2 hours of being notified. In the rare event that you problem cannot be solved within two hours you will be notified by email or telephone, we will provide you a detailed overview of the issue and will let you know when it will be resolved. We will follow up this initial communication with constant updates until the problem has been resolved. An engineer’s report with the full details of the issue and the resolution is then sent to you within 12 hours of the issue being resolved.

Credit Request and Payment

To receive a Service Credit, you must submit a claim to us. To be eligible, the credit request must be received by us by the end of the second billing cycle after which the incident occurred. Once we have processed your claim and approved it you will receive a credit not against your Ur-Sltn LTD Hosting account. In the case of service unavailability credit is calculated at 5% of your monthly unit price (excluding taxes) for every 60 minutes of lost connection. A maximum value with be equal to your monthly subscription charge.

Late Payments

All accounts are billed according to the dates they were first activated on. If you will not pay for service renew in 5 days after deactivation, your account will be suspended. If you will not pay for service renew in 30 days after deactivation, your account will be terminated. You will receive an email reminder 5 days till deactivation.

Acceptable Use Policy

All services provided by Ur-Sltn LTD may be used for lawful purposes only. Transmission, storage, or presentation of any information, data or material in violation of any United States Federal, State or City law is prohibited. This includes, but is not limited to: copyrighted material, material we judge to be threatening or obscene, or material protected by trade secret and other statute. The subscriber agrees to indemnify and hold harmless Ur-Sltn LTD and its employees from any claims resulting from the use of the service which damages the subscriber or any other party. Our acceptable use policy is actively and strictly enforced. Offending content or users are suspended from our network, usually as soon as they are discovered, although we will always inform you when and why any action has been taken. Pornography is prohibited on all Ur-Sltn LTD servers. This includes sites that include sexually explicit or hardcore images and/or advertising.

Subscriber acknowledges that the service provided is of such a nature that service can be interrupted for many reasons other than the negligence of the company and that damages resulting from any interruption of service are difficult to ascertain. Therefore, subscriber agrees that the company shall not be liable for any damages arising from such causes beyond the direct and exclusive control of the company.

Subscriber further acknowledges that the company's liability for its own negligence may not in any event exceed an amount equivalent to charges payable by subscriber for services during the period damages occurred. In no event shall the company be liable for any special or consequential damages, loss or injury.

Illegality In any form, including but not limited to the unauthorized distribution or copying of copyrighted software or other data, harassment, fraud, trafficking in obscene material. Undesirable Content Certain types of content are not allowed on our network. We do not host adult content of any description. Content relating to Hacking, Cracking, Warez and IRC is not allowed. Software, audio and video downloads may only be hosted if you are the writer and copyright owner of the resources or you have a right to distribute the materials. Accounts suspended due to content or AUP violation are not refunded under any circumstances.

Limitation of Liability

Ur-Sltn LTD shall not be responsible for any claimed damages, including incidental and consequential damages, which may arise from Ur-Sltn LTD servers going off-line or being unavailable for any reason whatsoever. Furthermore, Ur-Sltn LTD shall not be responsible for any claimed damages, including incidental or consequential damages, resulting from the corruption or deletion of any web site from one of Ur-Sltn LTD servers. All damages shall be limited to the immediate termination of service.

Disclaimer

Ur-Sltn LTD cannot be held liable for system downtime, crashes, or data loss. We cannot be held liable for any predicted estimate of profits in which a client would have gained if their site was functioning. Certain services provided by Ur-Sltn LTD are resold. Thus, certain equipment, routing, software, and programming used by Ur-Sltn LTD are not directly owned or written by Ur-Sltn LTD. Moreover, Ur-Sltn LTD holds no responsibility for the use of our clients accounts. If any terms or conditions are failed to be followed, the account in question will be automatically deactivated. We reserve the right to remove any account without advanced notice for any reason without restitution as Ur-Sltn LTD sees fit. FURTHERMORE, Ur-Sltn LTD retains the right to change any or all of the above Policies, Guidelines, and Disclaimer without notification.