Section 1 Definitions
1.1 Service Level Agreement (SLA): This Service Level Agreement.
1.2 Agreement: The agreements, recorded in a written record, by email, fax, through the order forms on the websites of Snel.com and/or oral agreements enabling Snel.com Service to the customer and for which the present Terms and Conditions apply.
1.3 Service(s): Services as further detailed on the Snel.com websites and/or in a Concluded Agreement between Snel.com. and the Customer such as for Domain Hosting, Virtual Private Servers and Dedicated servers.
1.4 Maintenance: Maintenance activities on Snel.com server rooms, network and server(s).
1.5 The Customer(s): Any (legal) person(s) that has an agreement with and/or purchased services from Snel.com.
1.6 Network: The equipment and wiring that are being used to set up an internet connection in the server rooms of Snel.com for the servers of Snel.com and its customer(s).
1.7 Snel.com: Snel.com located in Schiedam, registered under file number 24352386 at the Chamber of Commerce in Rotterdam with VAT number NL8124.80.909.B01.
1.8 Snel.com Server spaces: One of the spaces where Snel.com will provide its services to the Customer(s).
1.9 NOC page: http://www.snelnoc.com
1.10 Average repair time: The time that is required to isolate and solve issues/reports of the customers.
1.11 Workingday(s) From Monday to Friday. Office hours are from 9.00 to 18.00 [GMT+01:00 Amsterdam]. Public holidays in the Netherlands are not included.
1.12 Response time: Period of time between registration of failure at Snel.com and the actual start of the activities behalf of the customer to solve the failure.
1.13 DDos attack: Overloading and/or limiting the connection of one or more networks, systems, or applications thereon, by using multiple computers to access the network, system or application excessively.
Section 2: Scheduled maintenance and related notifications
Snel.com will plan non-urgent maintenance on the last Tuesday/Wednesday night of the month (between 23:00 hour till 06:00 hour [GMT+01:00 Amsterdam]). When there are any urgent activities that cannot be executed within the monthly maintenance it will be communicated in advance on the NOC page of Snel.com. All scheduled maintenance will take place outside our office hours. Maintenance of suppliers where Snel.com has no control over is not included. However, Snel.com has very strict agreements regarding the notification of the activities. Once the maintenance activities are known Snel.com will communicate this on its NOC page.
Section 3: Availability and Uptime
The service of Snel.com is 24 hours, and 7 days a week available. During the duration of this agreement Snel.com will ensure that the availability of its network and power facilities in the server rooms will be 99,9%¹. The time of the failure and the time to solve the failure determine the eventual uptime guarantee of the availability. The availability will be measured monthly.
Converted maximal downtime:
41 minutes on 28 days
42 minutes on 29 days
43 minutes on 30 days
44 minutes on 31 days
¹ The scheduled maintenance of Snel.com and its suppliers and factors beyond our control (such as DDoS attacks) are not included.
When the guaranteed uptime is not achieved, the customer will receive a discount once only on the monthly costs of the following products/services: Webhosting, Virtual Servers (VPS, VDS) and Dedicated Server;
Within office hours
99.9% – Guaranteed (no fees)
99.8% – 10%
99.7% – 20%
99.6% – 25%
99.5% – 35%
99.4% – 40%
Less than 99.3% the entire amount of the monthly payment will be repaid.
Outside office hours
99.9% – Guaranteed (no fees)
99.8% – 5%
99.7% – 10%
99.6% – 15%
99.5% – 20%
99.4% – 30%
99.3% – 35%
99.2% – 40%
99.1% – 45%
Less than 99.0% the entire amount of the monthly payment will be repaid.
Section 5: Response time
Snel.com guarantees a response time of 1 working day on all Support tickets for its services.
Section 6: Discount entitlement
If there are network issues on our end, discounts will be applied when you open a ticket within 5 workingdays.
Section 7: Backups
Snel.com does not offer any backup by default. The customer has to take care of its own backup or can purchase a backup solution by Snel.com.
Section 8: Monitoring
The services with monitoring will be monitored 24x7 hours a day. The services will be monitored with automated check tools. When a change occurs these tools will send automated messages to the customer and this enables the customer to pick up or solve the problem.
Section 9: Contact
In case of failures during office hours (monday to Friday 09:00-18:00 [GMT+01:00 Amsterdam]) the customer can contact Snel.com by sending an e-mail to email@example.com or the customer can call us on +31 (0)88 - 3 088 099. In case of failures outside office hours we require our customers to send an e-mail to firstname.lastname@example.org.
Section 10: Final Clause
10.1 The conditions of these Terms and Conditions are conflict with or deviate from one or more conditions of the Agreement, the conditions of the Agreement apply.
10.2 This SLA to all offers.
10.3 If by court order one or more sections of this SLA will be declared invalid, all other sections of this SLA shall remain in full force and Snel.com B.V. and the Customer will conclude a new agreement in order to replace the invalid or void provisions for new provisions, taking into account as much as possible the purpose and intent of the invalid or void provisions.
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