Virtual tour hosting service level agreement
This agreement describes the standard level of service that all virtual tour hosting customers can expect from Sanbi It attempts to quantify the levels of service that all hosting customers can expect, and the remedies we offer if we fail to provide service at those levels.
Sanbi provides a reactive hosting service for all websites and offers a 98% uptime. We do not constantly check the virtual tour we host to ensure they are functioning correctly as a routine use, maintenance and software updates can affect virtual tour functions. It is, therefore, the responsibility of the client to ensure their website is operating as it should. ‘Always on’ and ‘managed hosting services’ support can be provided and can be quoted on a case-by-case basis
Sanbi guarantees that the customer’s virtual tour, which is hosted on the Sanbi’s network and Servers, will be available 98.9% of the time, excluding maintenance, as defined below. Network downtime is defined as the customer’s hosted website being unable to be viewed or accessed through the Internet, caused by the failure of network equipment managed and owned by Sanbi, excluding scheduled or emergency maintenance.
Maintenance means scheduled maintenance or emergency maintenance. Scheduled Maintenance means any maintenance in the Sanbi network/servers of which the customer is notified at least 5 days in advance. Emergency maintenance means any maintenance in the Sanbi network/servers that: (a) in Sanbi’s sole discretion, is necessary to avoid an immediate threat to the Sanbi networks/servers or customer’s server and (b) of which customer is notified.
Virtual tour hosting runs annually, paid monthly. A monthly invoice will be sent out automatically. Should a client not wish for Sanbi to renew the hosting service, we request a notice period of one month in advance. If we do not hear such a request, it will be assumed that you do wish the virtual tour hosting to be renewed and are in agreement with the terms for the following year.
The customer shall not be entitled to any credit hereunder if the network downtime is caused by: (i) actions of the customer or others authorised by the customer to use the service under the Agreement; (ii) customer application, software, or customer’s operating system failure, (iii) the result of network maintenance activity, (iv) denial of service attack, hacker activity, or other malicious event or code targeted against Sanbi or a Sanbi’s customer, or (v) failure of any network or Internet Infrastructure not owned or managed by Sanbi (vi) If customer has more than one website hosted on Sanbi networks or servers, then a claim may be accepted for one hosted website.
“Sanbi”, “we”, “us”, “our” means Sanbi Ltd, West One, 114 Wellington Street, Leeds, LS1 1BA “Service” means any hosting or connectivity service offered by Sanbi, including but not limited to Hosting Services or Dedicated Hosts, Support and Maintenance Agreements. “Customer”, “you”, “your” means you, the person or persons in whose name(s) a service is maintained by. “Technical contact” means a person or persons nominated by the Customer with whom IT can discuss all matters of a technical nature relating to the Service. “Working hours” means 8:30 am to 5.30pm, Monday to Friday, excluding English Bank Holidays.