Service Availability Commitment Scope:
ILGM’s Service Availability Commitment is to limit the Customer’s Application unavailability to less than one consecutive hour in any calendar month.
Scheduled Maintenance Scope:
Scheduled Maintenance shall mean any maintenance in the ILGM data center at which the Customer’s website is located that is performed during a standard maintenance window from 10 PM to 6 AM Eastern time.
Service Availability Commitment Process:
If Customer opens a trouble ticket with ILGM Customer Support within 3 days of Customer’s failure to access Customer’s website and ILGM determines in its reasonable commercial judgment that the website is unavailable due to a server outage caused solely by the items of the service managed exclusively by ILGM that outage will be used to calculate server unavailability for the remedies provided below. A server shall be deemed to be unavailable if the server is not responding to ping requests issued by ILGM’s monitoring service. ILGM’s records and data shall be the basis for all service availability calculations and determinations. Scheduled maintenance shall not be deemed to be server unavailability. Unavailability of Customer’s website due to Customer’s web content, third-party software or tools or external programming, acts of Customer or its agents, network unavailability outside of the ILGM Network or events of force majeure shall not be deemed server unavailability for the purpose of this Commitment.
Service Availability Commitment Remedy:
If ILGM determines in its reasonable commercial judgment that the Customer’s website was unavailable for one or more (but fewer than four) consecutive hours during a calendar month, ILGM, upon Customer’s request, will credit Customer’s account for such month the pro-rated charges for one day’s service for Customer’s tiered-service agreement. Or if ILGM so determines that the website was unavailable for four (4) or more consecutive hours during any calendar month, ILGM, upon Customer’s request, will credit Customer’s account for such month for the pro-rated charges for one week’s service for that server. Credits will not apply to data transfer charges or to charges for services other than the Monthly Fee for the service for which this Commitment was not met. Customers with multiple accounts will not receive credits for unaffected websites. The customer’s account shall not be credited more than once per month under this Service Availability Commitment.
Network Latency Commitment
Network Latency Commitment Scope:
ILGM’s Network Latency Commitment is a monthly average round-trip ping transmission of 40 milliseconds or less as reported by ILGM’s monitoring service.
Network Latency Commitment Process:
Latency shall be measured by averaging sample measurements taken during a calendar month by ILGM’s monitoring service. ILGM’s monitoring service tests Ping, PHP Availability, and Full Website availability on 1-minute intervals, and ILGM is notified immediately of any downtime via email and text. No credits will be made if failure to meet a Network Latency Commitment is attributable to reasons of force majeure.
Network Latency Commitment Remedy:
If ILGM fails to meet any Network Latency Commitment in any calendar month, the Customer may request that account be credited for that month for the pro-rated charges for one day of the ILGM Monthly Fee for the service with respect to which a Network Latency Commitment has not been met.
Network Packet Delivery (Website) Commitment
Network Packet Delivery Scope:
ILGM’s Network Packet Delivery Commitment is a website packet delivery of 99.99% or greater between the ILGM network and the closest hop router(s) of ILGM’s uplink providers as reported by ILGM’s monitoring service.
Packet Delivery Commitment Process:
Packet Delivery shall be measured by averaging PHP sample measurements taken at 1-minute intervals during a calendar month as reported by ILGM’s monitoring service. No credits will be made if failure to meet a Network Packet Delivery Commitment is attributable to reasons of force majeure.
Network Packet Delivery Commitment Remedy:
If ILGM fails to meet any Network Packet Delivery Commitment in a calendar month, the Customer may request that account be credited for that month for the pro-rated charges for one day of the ILGM Monthly Fee for the service with respect to which a Network Packet Delivery Commitment has not been met.