jlauser.net Service Level Agreement

Availablity of service

The jlauser.net primary server is located in a facility designed for high availability. Multiple redundant network links and power systems are in place to ensure high uptime. Availability, however, is not guaranteed, and jlauser.net staff are not responsible for outages due to factors beyond our control. Beyond this, every effort will be made to keep the server running at all times.

Software upgrades

Software upgrades will only be performed during off-peak times, as determined by jlauser.net staff via analysis of usage trends. This is done to minimize down-time.

 

Non-disruptive upgrades

Most software upgrades are minor updates to fix bugs or provide an improvement in performance. These upgrades are typically simple, and result in little to no downtime. Minor upgrades will only be done during off peak times, typically late at night or early in the morning.

Disruptive upgrades

Upgrades which will require more than 15 minutes of downtime, or any upgrade which will require a reboot of the primary server, will be announced via e-mail to all users no less than 72 hours ahead of time, and will only occur on a weekend.

Client-installed server-side scripts

Failures in client-installed server-side scripts may occur after software upgrades. jlauser.net staff takes no responsibility for these scripts.

Hardware upgrades

Hardware upgrades may cause extended outages. Planned upgrades to increase server capacity or speed will only occur on weekends, and will be announced at least one (1) week in advance. Unplanned upgrades, to fix hardware failures, will happen as quickly as possible, but may take days or weeks, depending on availability of replacement hardware.

Outages and refunds

 

Definitions

  • Total outage: An outage that affects a particular service for everyone. Examples of total outages include but are not limited to software malfunction, hardware malfunction, power failure, and loss of Internet connectivity.
  • Partial outage: An outage that affects a subset of users. Examples of partial outages include but are not limited to Internet routing issues or intentional blocking of a particular computer due to attempted security violations.

Total outages

Credits will be applied to clients' accounts in the event of total outages, with the exception of outages caused by software that does not affect a particular client. Credits are defined here:

  • Software upgrades: If more than two (2) "Non-disruptive" upgrades result in outages of more than 15 minutes in a given month, a credit worth 10% of that month's fee will be applied for each outage above two (2). If any "disruptive" upgrades take more time than the pre-announced outage estimate, a 10% credit will be applied for each outage.
  • Other total outages: Any total outage which is not the result of a software upgrade that lasts more than 24 hours will result in a credit worth 25% of that month's fee for each 24 hour period of the outage.

Credits applied to accounts will not exceed 100% of the fees for that month.

Partial outages

Under most circumstances, no refunds will be applied for partial outages. Refunds may be applied at the discression of jlauser.net staff.

Outages due to circumstances beyond reasonable control

jlauser.net shall not be liable for failure or delay in providing services if such failure or delay is due to circumstances beyond its reasonable control, including, without limitation, acts of any governmental body, war, insurrection, sabotage, embargo, fire, flood, strike or other labor disturbance, interruption of or delay in transportation, unavailability of or delay in telecommunications or third party services, failure of third party software or inability to obtain raw materials, supplies, or power used in or equipment needed for provision of the services.

Performance

jlauser.net makes no guarantees on server performance. Numerous, uncontrollable factors affect performance. Bandwidth for the server is provided by a shared link, and high loads by other computers on that link will reduce throughput. Additionally, high CPU loads due to a large number of simultaneous requests will slow the server, especially when processing server-side scripts.

Non-production applications

Certain other applications and services not defined in the Terms of Service may be available. These applications are not currently considered production quality, and are not covered by the terms set forth in this service level agreement. Outages due to failures in these applications may occur, and may not be corrected in a timely matter. jlauser.net staff are not to be held accountable for outages as a result of these failures.