Sequoia Data Server Uptime Guarantee
	Sequoia Data went to great lengths to ensure that our servers, and those we manage for our customers, are up and available at all times. Our proven record and current standing monthly average of an aggregate monthly 99.996% network uptime sets a new standard for reliability. It translates to less than approximately 90 seconds of unscheduled downtime per month. Something very rare in today's industry. Read on to find out why we have excellent uptime and why we can guarantee this! How can Sequoia Data guarantee this reliability/uptime? The strength of our infrastructure and support systems makes it possible for Sequoia Data to offer an incredible 99.9% Guaranteed Uptime policy, covering all Web sites hosted on our servers. Subject to the terms of the Guaranteed Uptime policy Service Level Agreement (SLA) shown below, a customer's Web site will be up and available at least 99.9% of the time in any given calendar month, or the customer will receive a credit towards their next month's Web hosting services, according to the current SLA. Our Guarantee Monthly Uptime Credit 95% to 99.9% 25% 90% to 94.9% 50% 89.9% or Below 100% In the event that your Web site is not available for more than 99.9% within a month, Sequoia Data will credit the following month's service fee according to the chart to the left. The domain name being credited must still be active on our systems during the month following the downtime to receive credit. Maximum credit shall not exceed the basic monthly service charge for the affected month. Credit can only be applied to services for the specific domain name that experienced the downtime and does not have a cash value. How do we maintain a good uptime record? Our servers all have constant performance monitors. If any vital server component such as e-mail, apache, excessive cpu load, or hardware experience failure, customized software and hardware immediately work to resolve the issue. In addition, our technicians will automatically receive notification via pager with the server ID every 5 minutes until the problem is fixed. This system has allowed us to quickly correct problems that might have previously gone unnoticed for long periods of time. This team approach also gives us peace of mind knowing that we can consistently meet and exceed our 99.9% uptime guarantee. Service Level Agreement SERVICE LEVEL Sequoia Data endeavors to have network connectivity available for HTTP access by third parties 99.9% of the time ("Web Site Availability"). CREDITS In the event that there is no Web Site Availability, Sequoia Data will credit the monthly service charge for the Service as calculated below and as measured 24-hours a day in a calendar month, with the maximum credit not to exceed the monthly service charge for the affected month: Web Site Availability Credit 95% to 99.9% = 25% 90% to 94.9% = 50% 89.9% or below = 100% In order for You to receive a credit on Your account, You must request such credit within seven (7) business days after You experienced no Web Site Availability. You must request credit by sending an electronic mail message to support@sequoiadata.com. For security, the body of this message must contain Your account number/domain name, the dates and times of the unavailability of Your web site, and such other customer identification as requested by Sequoia Data. Credits will usually be applied within sixty (60) days of Your credit request. Credit to Your account shall be Your sole and exclusive remedy in the event that there is no Web Site Availability. RESTRICTIONS Credits shall not be provided to You in the event that You have no Web Site Availability resulting from (i) scheduled maintenance, (ii) Your actions or the performance or failure of Your equipment, facilities or applications, or (iii) circumstances beyond Sequoia Data's reasonable control, including, without limitation, acts of any governmental body, war, terrorism, insurrection, sabotage, embargo, fire, flood, strike or other labor disturbance, interruption of or delay in transportation, unavailability of or interruption or delay in telecommunications or third party services (including DNS propagation), failure of third party software or hardware or inability to obtain raw materials, supplies, or power used in or equipment needed for provision of Your Web Site. LIMITATIONS On-line problems occur continuously. There might come a time when you cannot access Your Web site or any other service. This is not necessarily due to any problem with a Sequoia Data server, or in our Network Operations Center. Perhaps Your ISP is experiencing technical difficulties, or there might be a routing or DNS problem between Your ISP and Sequoia Data, making communication difficult or impossible. We cannot bear the responsibility of such problems. Our monitoring agents determine the uptime of our service, and not any one client's experience.