This Service Level Agreement describes service level commitments provided to our customers (“you“, “your“) by Clovo-Works Limited (“the company“, “company“, “Clovo-Works“, “us“, “we” and “our“) for our web hosting services.
1.0 Technical Support
Clovo-Works will provide you with technical support on the set-up of your account, access, basic web site set-up, and other server related issues at no additional charge. Clovo-Works will not provide development-related support for web applications, scripts, or components from third parties or those developed by You. Email support is available 7 days a week, expect at most 24 hours for a reply. Please provide us a full description of the problem and your Account email to assist us in your inquiry. The Company’s standard response time to technical support issues is within six hours. This time depends on the complexity of the inquiry and support request volume. The Customer Service Team assigns the highest priority to customer inquiries related to the servers’ unavailability. These issues are addressed first upon notification from a customer. Virtual Private Server customers who are on an unmanaged plan will receive support for availability and hardware node issues only.
Support Hours: 9 am to 5 pm NZST (GMT +12)
Available Monday to Friday.
2.0 Scheduled Maintenance
To maintain optimal performance and security of our servers, Clovo-Works will perform routine maintenance on the servers on a regular basis, which may require servers to be removed from service temporarily. The Company reserves two hours of server unavailability per month for maintenance purposes. This server unavailability will not be included in server uptime calculations. The maintenance is typically performed during off-peak hours. The Company will provide You with advance notice of maintenance whenever possible.
The Company’s primary commitment is to provide outstanding web hosting services to all customers. To support this commitment, the Company assures at least 99.9% server availability. This availability is calculated in a monthly basis. If the Company fails to meet this guaranteed level of availability, the Company will issue a partial refund to the customer at the discretion of the Company. This partial refund is only issued upon your written or email notice to the Company and will be based according to the length of downtime experienced. This figure does not include availability loss caused by circumstances that are out of the Company’s control such as unavailability of major national communication backbones, Denial of Service attacks and other types of attacks.
4.0 Storage Capacity / Data Transfer
Each account is allotted storage capacity and data transfer amounts on the Company servers according to the plan and options selected by You. This storage size and data transfer allotments can be increased by request for an additional fee. The servers may stop accepting, processing, or delivering data when the purchased limit is reached thus causing server unavailability or data loss. The Company shall not be held responsible for such unavailability or data losses.
5.0 Data Integrity
The Company employs RAID technology on all servers to ensure data redundancy and integrity in the unlikely event of a hardware failure. The Company performs routine server backups for disaster recovery purposes. Clovo-Works servers are configured to back-up automatically to off-site locations on a scheduled basis. The Server scheduling and scope is at the Company’s sole discretion.
6.0 Data Retention
Clovo-Works shall not be responsible for retaining any data after account termination. All account data is deleted from the server(s) following the termination of an account, and subsequent backups as a result of regular backup schedules. Clovo-Works will not provide any data pertaining to existing or terminated accounts unless agreed to by the company.
7.0 Customer Responsibilities
To access Clovo-Works Limited’s services the customer must provide at the very minimum:
an Internet connection with sufficient bandwidth and quality to allow trouble-free browsing, data uploading and downloading;
a fully functional Internet browser;
tools to develop and publish content as You find suitable and necessary; and
tools to access database servers if such services are purchased by You.