SO AT MAXGROW WE GIVE ALL OUR CUSTOMER OUR PROMISED SERVICE LEVEL AGREEMENT (SLA) ON OUR SHARED HOSTING AND DEDICATED SERVER SERVICES.
WE WILL MONITOR OUR NETWORK AND SERVER TO ENSURE EVERYONE RECEIVE ZERO DOWNTIME.
Uptime Guarantee: MaxGrow strives to maintain a 99.9% network and server uptime service level. This uptime percentage is a monthly figure, and is calculated solely by MaxGrow monitoring systems or MaxGrow authorized/contracted outside monitoring services. If MaxGrow fails to meet its 99.9% uptime guarantee, and it is not due to one of the exceptions below, credits will be made available to each client, upon request, on a case by case basis. MaxGrow does not credit a full month?s service for minor downtime. This would not be financially healthy for MaxGrow, and in turn would only negatively affect the service level MaxGrow provides to you. ?Partial refunds for partial downtime? is our standard policy. In extreme circumstances, MaxGrow may distribute full month credits, but this is dealt with on a case by case basis. Credits are issued for one month?s service only, never more.
Exceptions: Customer shall not receive any credits under this SLA in connection with any failure or deficiency of the MaxGrow network caused by or associated with:
A) Circumstances beyond reasonable control, including, without limitation, acts of any governmental body, war, insurrection, sabotage, embargo, ?Acts of God? (i.e. fire, flood, earthquake, tornado, etc.), strike or other labor disturbance, interruption of or delay in transportation, unavailability of or interruption 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 Service Level Agreement
B) Telco Failure (i.e. cutting a fiber line somewhere)
C) Backbone peering point issues (i.e. having a router go down in some location that wipes out internet service for the entire location)
D) Scheduled maintenance for hardware/software upgrades
E) Hardware failure (faulty hardware is rare, but cannot be predicted nor avoided). MaxGrow utilizes only name brand hardware of the highest quality and performance.
F) Software bugs/flaws (Exploits and bugs may develop that cause security issues or downtime)
G) DNS issues not within the direct control of MaxGrow
H) Network floods, hacks, attacks from outside parties or individuals
I) Failure or error of any MaxGrow monitoring or measurement system
J) Client's acts or omissions, including without limitation, any negligence, willful misconduct, or use of MaxGrow service(s) in breach of MaxGrow Policy and Service Guidelines (AUP), by Client or others authorized by Client.
To file a claim on the downtime you receive, please logon to your Customer Portal and submit a ticket to Account Staff.
Thank you for visiting https://www.maxgrow.com, we sincerely hope that we can be of service to you.
