Service Level Agreement


Server Hardware Replacement

LargeServer guarantees to replace any failed/faulty server hardware components provided by LargeServer at no cost to the client within 24 hours of problem identification. If LargeServer take more than 24 hours to replace faulty hardware after identification then LargeServer will credit 5% of total monthly fees.

Network Availability

LargeServer guarantees network availability of 99.9% in a year, excluding scheduled maintenance and emergency maintenance. Network is considered unavailable if there is a 100% packet loss from our backbone providers. You will be credited for 1 day credit for occurrence of downtime more than 1 hour within 24 hours. Customer can contact LargeServer via our customer support website. If the website itself is unreachable, customer can email to support@largeserver.net . “Network Downtime” is defined as an inability to transmit and receive data caused by failure of core network equipment managed and owned by LargeServer, excluding Maintenance.

Disclaimers and Warranties

All SLA claims must be filed by opening a helpdesk ticket through our client portal within 7 days of the incident. The helpdesk ticket must include all relevant information including server name, IP address, full description of the incident and any logs (if applicable). All SLA credits will be issued as service credits against future invoices.

Network downtime is measured from the time the network is 100% unreachable until connectivity has been restored. Any scheduled downtime or network maintenance will not apply towards this downtime calculation. The 99.9% Network Uptime guarantee does not apply to any software or services running on a client’s server, nor to any hardware within a client’s server.

Clients currently in arrears for services do not qualify for SLA claims. Clients participating in malicious or aggressive activities thereby causing attacks or counterattacks, do not qualify for SLA claims and shall be in violation of the AUP.

LARGESERVER WILL HAVE NO LIABILITY WHATSOEVER FOR ANY CLAIMS, LOSSES, ACTIONS, DAMAGES, SUITS, OR PROCEEDINGS RESULTING FROM: (i) OTHER LARGESERVER CUSTOMERS OR THIRD PARTIES ACCESSING CUSTOMER’S DATA OR ASSIGNED COMPUTERS; (ii) SECURITY BREACHES; (iii) EAVESDROPPING; (iv) DENIAL OF SERVICE ATTACKS; (v) INTERCEPTION OF TRAFFIC SENT OR RECEIVED USING SHINJIRU’S SERVICE; (vi) CUSTOMER’S RELIANCE ON OR USE OF THE SERVICE; (vii) MISTAKES, OMISSIONS, INTERRUPTIONS, DELETIONS OF FILES, ERRORS, DEFECTS, DELAYS IN OPERATION, OR OTHER FAILURES OF PERFORMANCE OF THE SERVICE; (viii) THE ACCURACY, COMPLETENESS, AND USEFULNESS OF THE SERVICE; OR (ix) LOSS OF DATA OR LOSS OF ACCESS TO DATA.

LARGESERVER’S LIMITATIONS AND EXCLUSIONS OF LIABILITY APPLY EQUALLY TO LARGESERVER’S OFFICERS, EMPLOYEES, AGENTS, CONTRACTORS, REPRESENTATIVES, SUPPLIERS, SUBSIDIARIES, PARENTS, AND AFFILIATED COMPANIES.

Last Updated: 10 September 2008