SharePoint Provider & Fpweb.net Hosting
Service Level Agreement
Because availability is paramount to your
mission-critical hosting environment, our Service Level
Agreement (SLA) is designed to protect customers against
unscheduled outages. Only a specialist can offer the
most uncompromising SLA in the hosting industry,
guaranteeing maximum uptime and
free Rapid
Hardware Replacement. The SLA provides unsurpassed
levels of availability with correspondingly aggressive
penalties for failure to comply with the SLA.
Maximum Uptime Network
Fpweb.net Hosting guarantees that its network will be available 100%
of the time in a given month, excluding scheduled
maintenance. Upon experiencing downtime, Fpweb.net Hosting will
refund the customer 20% of the monthly fee for each 3
hours of downtime (up to 100% of customer's monthly fee
for the affected server). Network uptime includes
functioning of all network infrastructure including
routers, switches and cabling, but does not include
services or software running on your server. Network
downtime exists when a particular customer is unable to
transmit and receive data and is measured from the time
the trouble ticket is opened.
Infrastructure
Fpweb.net Hosting guarantees that the critical infrastructure
systems, including power and HVAC, will be available
100% of the time in a given month, excluding scheduled
maintenance. Upon experiencing downtime, Fpweb.net Hosting will
refund the customer 20% of the monthly fee for each 3
hours of downtime (up to 100% of customer's monthly fee
for the affected server). Critical infrastructure
includes functioning of all power and HVAC
infrastructure including UPSs, PDUs and cabling, but
does not include the power supplies on customers'
servers. Infrastructure downtime exists when a
particular server is shut down due to power or heat
problems and is measured from the time the customer
opens a trouble ticket regarding server downtime to the
time the problem is resolved and the server is powered
back on.
Hardware
Fpweb.net Hosting guarantees the functioning of all hardware
components and will replace any failed component at no
cost to the customer. Hardware replacement will begin
once Fpweb.net Hosting identifies the cause of the problem. Hardware
is defined as the Processor(s), RAM, hard disk(s),
motherboard, NIC card and other related hardware
included with the server. This excludes the time
required to rebuild a RAID array and the reload of
certain operating systems and applications.
EXCHANGE HOSTING
Because availability is paramount to your Exchange
hosting environment, our Service Level Agreement (SLA)
is designed to protect customers against unscheduled
outages. Only a specialist can offer the most
uncompromising SLA in the hosting industry,
guaranteeing maximum uptime. The SLA provides
unsurpassed levels of availability with correspondingly
aggressive penalties for failure to comply with the SLA.
Maximum Uptime Network
Fpweb.net Hosting guarantees to provide each customer with 100%
uptime. Fpweb.net Hosting has a policy of discounting its monthly
subscription rate by 20% for each 3 hours of downtime
per month. "Uptime" and "Downtime" is recorded and
calculated on a monthly basis. This does not include
scheduled downtime for weekly server/network maintenance
(usually less than 10 minutes total and usually
scheduled for Sundays, midnight CST). This also does not
include end-user internet connection issues or general
internet congestion. Account credits and overall
liability of Fpweb.net Hosting is hereby limited to a maximum one
month's service during the month of the outage.
What Fpweb.net Hosting supports – the following areas are covered
under the Fpweb.net Hosting support policy:
| — |
Connectivity to the Fpweb.net Hosting Service –
talking/instructing the end-user through configuring
and connecting to the Fpweb.net Hosting email server(s) and
receiving/sending email |
| — |
Configuration of Microsoft Outlook® Software –
talking/instructing the end-user through configuring
Microsoft Outlook® and higher for Windows PCs |
| — |
Creation of additional Fpweb.net Hosting mailboxes, distribution
lists, and user aliases |
| — |
Issues related to Public Folders |
| — |
Issues related to security settings within the
exchange (server-side) environment |
| — |
DNS Related Issues |
What Fpweb.net Hosting does not
specifically support – the following areas are handled
on a “best efforts” basis as a courtesy to our
customers:
| — |
Configuration of customer firewall software and/or
hardware that could affect connectivity to the Fpweb.net Hosting
service |
| — |
Installation of Microsoft Outlook® Software |
| — |
Configuration of customer antivirus software (Norton
Antivirus 2003, etc.) that could affect connectivity
to the Fpweb.net Hosting service |
| — |
Issues related to customer’s connection to the
Internet. (i.e. T1, Cable Modem, DSL Modem, Dial-Up
accounts, etc.) |
| — |
Issues related to other email accounts or personal
folders (non-Fpweb.net Hosting) configured within customers
Microsoft Outlook® software |
| — |
Issues related to general use of the Microsoft
Outlook® software – (i.e. training, etc.) |
| — |
Email client software other than Microsoft Outlook® |
| — |
Use of Fpweb.net Hosting service on a Macintosh or non-Windows
computer |
SHAREPOINT HOSTING
Because availability is paramount to your
mission-critical hosting environment, our Service Level
Agreement (SLA) is designed to protect customers against
unscheduled outages. Only a specialist can offer the
most uncompromising SLA in the hosting industry,
guaranteeing maximum uptime. The SLA provides
unsurpassed levels of availability with correspondingly
aggressive penalties for failure to comply with the SLA.
Maximum Uptime Network
Fpweb.net Hosting guarantees to provide each customer with 100%
uptime. Fpweb.net Hosting has a policy of discounting its monthly
subscription rate by 20% for each 3 hours of downtime
per month. "Uptime" and "Downtime" is recorded and
calculated on a monthly basis. This does not include
scheduled downtime for weekly server/network maintenance
(usually less than 10 minutes total and usually
scheduled for Sundays, midnight CST).
This also does not include end-user internet connection
issues or general internet congestion. Account credits
and overall liability of Fpweb.net Hosting is hereby limited to a
maximum one month's service during the month of the
outage.
What Fpweb.net Hosting supports on SharePoint –
the following areas are covered under the Fpweb.net Hosting
SharePoint support policy:
| — |
Connectivity to the SharePoint Service –
talking/instructing the end-user logging into to the
SharePoint server(s). |
| — |
Connectivity of FrontPage tools to modify SharePoint
Sites (Note Fpweb.net Hosting can support the actual use
of FrontPage and offer programming assistance in
customizing SharePoint Sites for a nominal fee).
|
| — |
Creation of SharePoint sub-sites and users |
| — |
Installation of Templates provided by Microsoft and
third parties |
What Fpweb.net Hosting does not
specifically support on SharePoint Hosting– the
following areas are handled on a “best efforts” basis as
a courtesy to our customers:
| — |
Use of FrontPage and customization of SharePoint
Sites. |
| — |
Training on the use of SharePoint and Microsoft
Office features. |
| — |
Use of Microsoft provided Templates |
| — |
Use of Microsoft Office |
| — |
Use of SharePoint services on a Macintosh or
non-Windows computer |
| — |
Migrating or importing of data from previous
SharePoint sites or user provided SharePoint backup
files |
