Corporate Web Hosting Services for resellers and basic users by Mira Informatics.

Service Level Agreement

Mira Informatics (AUROINFO.COM) is proud to offer an exceptional level of performance, reliability, and service. That is why we are making commitments to our customers in the form of a Service Level Agreement (SLA) which provides certain rights and remedies regarding the performance of the AUROINFO.COM network. The AUROINFO.COM Service Level Agreement (SLA) guarantees our network/equipment reliability and performance. This Service Level Agreement (SLA) applies to customers of AUROINFO.COM' web hosting, reseller, dedicated server, co-location, e-commerce, etc. services.

Uptime Guarantee:

Mira Informatics (AUROINFO.COM) strives to maintain a 99.5% network and server uptime service level. This uptime percentage is a monthly figure, and is calculated by AUROINFO.COM bandwidth monitoring systems or AUROINFO.COM authorized/contracted third party monitoring services. If AUROINFO.COM fails to meet it's 99.5% 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. AUROINFO.COM does not credit a full month's service for minor downtime. This would not be financially healthy for AUROINFO.COM, and in turn would only negatively affect the service level AUROINFO.COM provides to you. "Partial refunds for partial downtime" is our standard policy. In extreme adverse circumstances, AUROINFO.COM may distribute full month credits, but this is dealt with on case by case basis. Details on how credit amounts are calculated are explained below:.

Exceptions to Refund:

Customer shall not receive any credits under this Service Level Agreement in connection with any failure or deficiency of the AUROINFO.COM network caused by or associated with:

  1. Circumstances beyond reasonable control, including, without limitation, acts of any governmental body, sabotage, war," Acts of God" (i.e.... flood, fire, tornado, earthquake, etc...), embargo, insurrection, other labor disturbance, interruption or delay in transportation, interruption or unavailability of or delay in telecommunications or third party services, failure in third party software or inability to obtain raw materials, supplies, or power used in or equipment needed for provision of the Service Level Agreement
  2. Network Failure due to ISP issues.
  3. Issues of Backbone peering point.
  4. Scheduled maintenance of hardware and software upgrades
  5. Hardware failure (faulty hardware is very rare, however cannot be predicted nor avoided). AUROINFO utilizes only name brand hardware of the highest quality and performance.
  6. Software bugs or flaws (Exploits and bugs may develop which may cause security issues or downtime)
  7. DNS issues which are not within the direct control of AUROINFO.COM
  8. Network floods, attacks from outside parties or individuals and hacks.
  9. Failure or error of any AUROINFO.COM monitoring or measurement system.
  10. Client's acts or omissions, including without limitation, any willful misconduct, negligence or use of AUROINFO.COM service(s) in breach of AUROINFO.COM Policy and Service Guidelines (AUP), by Client or others authorized by Client.

Connectivity:

AUROINFO.COM' goal is to make the AUROINFO.COM network available to Client free of outages for 100% of the time. An "outage" is defined as an instance in which Client is unable to transmit and receive IP packets due to a AUROINFO.COM service failure for more than 15 consecutive minutes, excluding service failures relating to AUROINFO.COM' scheduled maintenance and upgrades. AUROINFO.COM' goal is to keep Average Round-Trip Latency on the AUROINFO.COM network to 85 milliseconds or less. AUROINFO.COM defines "Average Round-Trip Latency", with respect to a given month, as the average time required for round-trip packet transfers between the AUROINFO.COM network and major US backbone peering points during such month, as measured by AUROINFO.COM. AUROINFO.COM' goal is to keep Average Packet Loss on the AUROINFO.COM network to 1% or less. AUROINFO.COM defines "Average Packet Loss", with respect to a given month, as the average percentage of IP packets transmitted on the AUROINFO.COM network during such month that are not successfully delivered, as measured by AUROINFO.COM.

Measurement:

AUROINFO.COM will periodically monitor AUROINFO.COM network and server availability using software and hardware components capable of measuring application traffic and responses. Client acknowledges that such measurements may not measure the exact path traversed by Client's internet connection, and that such measurements constitute measurements across the AUROINFO.COM network but not other networks to which Client may connect. AUROINFO.COM reserves the right to periodically change the measurement points and methodologies it uses without notice to Client. Full network and server reporting will be posted to a location designated by AUROINFO.COM and made available to Client.

Hardware Failure:

AUROINFO.COM stands behind all equipment on our network. Faulty hardware is rare, but cannot be predicted nor avoided. AUROINFO.COM utilizes only name brand hardware of the highest quality and performance. AUROINFO.COM will replace all faulty hardware affecting performance levels of equipment within 48 hours, which includes hardware issues that cause server crashes or speed issues. Hardware failure resulting in complete network/server outage/downtime will be corrected within two hours of problem identification. Router failure is an exception to this SLA guarantee.

General:

AUROINFO.COM reserves the right to change or modify this SLA for the benefit of the Client, and will post changes to the same location where this SLA is currently housing , which will be made available to Client. Except as set forth in this SLA, AUROINFO.COM makes no claims regarding the availability or performance of the AUROINFO.COM network or servers. Specific terms/points of this SLA may be adjusted on a case by case basis by the specific Service Agreement signed/agreed by client. In case there is difference terms/points in SLA and Service Agreement, the Service Agreement terms/points prevail over this general SLA policy. The Service Agreement signed/agreed by client, is above and beyond this SLA, and Service Agreement terms are in affect, including, but not limited to, limitations of liability.

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