SLA FOR CDN
Effective Date: This Service Level Agreement was last updated on March 1, 2017
This (“WebMobi Networks”) (“SLA”) provides WebMobi Networks Customers (“Customer”) with certain rights and remedies regarding WebMobi Network’s services and content delivery network performance. This SLA applies only to WebMobi Networks Customers and applies only to the services that are directly provided by WebMobi Networks. WebMobi Networks provides a 99% performance based SLA that guarantee on Customer content that is stored and delivered on the WebMobi Networks content delivery network, or is stored on Customer equipment and delivered on the WebMobi Networks network. Subject to the terms and conditions of this SLA, WebMobi Networks will provide service credits for any failures to meet its stated uptime guarantee.
99% performance based SLA
WebMobi Networks periodically (every (1) minute or more often) measure availability of WebMobi Networks POPs using pingdom.com. WebMobi Networks reserves the right to periodically change the measurement points and methodologies it uses without notice to Customer.
Guarantee of Stream Quality
WebMobi Networks stream quality is measured using computerised monitoring of streams that originate from the WebMobi Networks service. WebMobi Networks makes best efforts to maintain a consistent stream quality and WebMobi Networks will issue service level credits to a Customer should the stream quality grade fall below a mutually agreed level of acceptable quality if any other than the measurement done using pingdom.com on a monthly basis. Subject to the terms, conditions, and exceptions of this SLA, should the measured Customer stream delivered by the WebMobi Networks service fall below the agreed acceptable level for the period of one calendar month, WebMobi Networks will issue as per table below:
|97 - 99%||5%|
|95 - 97%||10%|
|90 - 95%||15%|
Customer shall not receive any credits under this WebMobi Networks SLA in connection with any WebMobi Networks Service Outage caused by or associated with:
Credit Request and Payment Procedures
In order to receive a credit under this SLA, Customer must make a request by submitting the request through WebMobi Networks ticketing system. All requests must include the Customer contact name, email address, phone number, company name, the date(s) of the Service Outage, and a description of the reason for the credit request. Each request in connection with a breach of this SLA in a particular calendar month must be received by WebMobi Networks within thirty (30) days after the Service Outage in question has occurred, and the Service Outage must be able to be confirmed by WebMobi Networks measurement tools. Credit requests that are related to an SLA breach of WebMobi Networks Guarantee of Stream Quality must be submitted within seven (7) days after the end of the calendar month when the stream quality is in question. Each valid credit will be applied to an invoice of Customer within two billing cycles after WebMobi Networks initial receipt of Customer’s request. Credits are exclusive of any taxes charged to Customer or collected by WebMobi Networks.
Notwithstanding anything in this SLA to the contrary, the total amount credited to a Customer in connection with any calendar month will not exceed the Base Fee paid by the Customer for such month. All credits are calculated on the basis of a thirty (30) day month. To be eligible for a credit, Customer must follow WebMobi Networks published instructions for use of the Service. Improper use of WebMobi Networks Service will result in ineligibility for a Service credit. Service credits shall not be available for Customers that are in breach of the WebMobi Networks Master Service Agreement, including, but not limited to, breach for non-payment. Notwithstanding any provision otherwise in this SLA or the Master Service Agreement, this SLA sets for Customer’s sole and exclusive remedy for Service Outage or other service related issue for a Service provided to Customer by WebMobi Networks.