Service Level Agreement (SLA)
Published on Wed, 20 July 2011 11:51 | 
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| This LERNA Service Level Agreement ("SLA") applies to all clients. In the event that the Client determines that a discrepancy in such measurement exists, Client shall promptly notify LERNA and LERNA and Client will mutually agree upon the validity and accuracy of the measurement, and upon Client's eligibility for any applicable Performance Credits. |
| This SLA may be amended at any time by LERNA. |
| LERNA Network is defined as the equipment, software, and facilities within LERNA network segment, including LERNA contracted ISP services to which LERNA network segment is connected and collectively utilized by LERNA to provide the hosting and co-location services. |
| Service Availability is the total time in a calendar month that LERNA is available through the Internet, provided that client has established connectivity. LERNA takes responsibility for the Service Availability within its immediate network segment, and cannot be held liable for problems directly related to an upstream bandwidth provider. LERNA Network will be available to clients free of Network Outages for 99.9% of the time. |
| Service Downtime is any unplanned interruption in Service Availability during which the client is unable to access the services as described in preceding section, provided the interruption is determined to have been caused by a problem in the immediate LERNA network segment as confirmed by LERNA. Service Downtime is measured as the total length of time of the unplanned interruption in Service Availability during a calendar month. LERNA is not responsible for any unplanned outages due to third-party software failure. The third-party software are the direct responsibility of the software publisher and not LERNA. |
| Scheduled Service Downtime is any LERNA interruption of Hosting Services. Scheduled Service Downtime occurs during LERNA server maintenance window, which will be published in LERNA website. |
| Performance Credit occurs when 99.9% uptime is not met. LERNA will refund the customer 1% of the monthly fee for every 120 minutes block of continuous downtime, up to 100% of the customer's monthly fee. Network downtime is measured from the time a trouble ticket is opened by a customer to the time the server is once again able to transmit and receive data. The Performance Credit will be used to pay for next renewal unless client write-in to request for cash payment. |
| Monitoring Service is the service LERNA provides in order to analyze availability of HTTP based services and applications through its third party monitoring system. |