You are here: Home Internet Services Terms ServiceLevelAgreement

Service Level Agreement

Service Level Agreement

Service Level Agreement
For Hosting and Co-Location Services

Neda Communications ("Neda") is committed to providing the highest quality Internet services to its Customers. The following guarantees are part of such commitment and demonstrate Neda's willingness to stand behind our internal processes, our network and the quality of our service, as described below. The following guarantees are available to eligible hosting customers ("Hosting Customers") and co-location customers ("Co-Location Customers") (Hosting Customers and Co-Location Customers may be referred to herein, collectively, as "Customers," and any reference to a "Customer" is deemed to refer to both a Hosting Customer and a Co-Location Customer).

Section 1: Installation Guarantee

Neda guarantees that installation of service for a Hosting Customer will be completed within twenty-one (21) days after receipt of a signed purchase order and for a Co-Location Customer will be completed within five (5) days after receipt of a signed purchase order. If Neda fails to meet this commitment, upon compliance with the procedures herein, Customer will be eligible to receive Service Credit equal to the full amount of Neda's activation fee that was actually charged to Customer. Customer is required to cooperate with Neda in the installation process, including accurate completion of an order form containing detailed information and contact listings. See Section 7 hereof for the Service Claim Process.

Section 2: Availability Guarantees

  1. Hardware Availability
    Neda guarantees that all Neda-owned hardware operated and maintained on behalf of Hosting Customer ("Hardware") will be operational at least 99.9% of the time in each calendar month for standard Dedicated Hosting Service. Upon receiving a Service Credit Request, Neda will calculate the duration of any Hardware Unavailability to Hosting Customer. See Section 7 hereof for the Service Claim Process.

  2. Power Availability
    Neda guarantees to supply AC power ("Power") to Co-Location Customer's service at least 99.9% of the time in each calendar month. Upon receiving a Service Credit Request, Neda will calculate the duration of any Power Unavailability to Customer. See Section 7 hereof for the Service Claim Process.

  3. Neda Data Center Network Availability
    Neda guarantees to supply Customers with Neda Data Center Network connectivity ("Data Center Connectivity") at least 99.9% of the time in each calendar month. "Data Center Connectivity" shall mean the connection provided by Neda from, but not including any part of, Co-Location Customer's co-located equipment or from and including the equipment serving Hosting Customer's Web site to, but not beyond, the connection to the Neda Backbone Network. Upon receiving a Service Credit Request, Neda will calculate the duration of the Data Center Connectivity Unavailability to Customer. See Section 7 hereof for the Service Claim Process.

  4. Backbone Network Availability
    Neda guarantees at least 99.999% Neda Backbone Network uptime in each calendar month. "Backbone Network Unavailability" shall mean the failure of the Neda Backbone Network, for reasons not involving the Neda Data Center Network Availability Guarantee, resulting in Customer's site or equipment being unable to connect to the Neda Backbone Network. Upon receiving a Service Credit Request, Neda will calculate the duration of the Neda Backbone Network Unavailability to Customer. See Section 7 hereof for the Service Claim Process.

  5. Amount of Service Credit for Unavailability
    The amount of Service Credit that may be granted, upon compliance by Customer with the procedures herein, for failure to comply with an Availability Guarantee set forth herein shall be:
    • Unavailability equal to or greater than 40 minutes, but less than four (4) hours, in a calendar month: one (1) day Service Credit.
    • Unavailability equal to or greater than four (4) hours, but less than eight (8) hours, in a calendar month: one (1) week Service Credit.
    • Unavailability equal to or greater than eight (8) hours in a calendar month: one (1) month Service Credit.

Section 3: Outage Notification Guarantee

Neda guarantees that it shall contact Customer's technical contact, either by telephone or by email to the telephone number or email address, respectively, provided in writing to Neda, within one (1) hour after the occurrence of any Unavailability affecting any Availability Guarantee that results in complete downtime for such Customer. If Neda fails to contact Customer within one (1) hour of the occurrence of such Unavailability, Customer will, upon compliance with the procedures herein, be eligible to receive a one (1) day Service Credit. See Section 7 hereof for the Service Claim Process.

Section 4: Internet Latency Guarantee

Neda guarantees an average monthly transmission rate of 85 milliseconds or less on the Neda Backbone Network. Neda measures Internet latency, the average round trip transmission on the Neda Backbone Network, at approximately thirty (30) minute intervals and calculates the average at the end of each calendar month. Any Customer who experiences average Internet latency on the Neda Backbone Network in excess of 85 milliseconds as so calculated for any calendar month will, upon compliance with the procedures herein, be eligible to receive Service Credit as follows:

  • Average Internet latency in excess of 85 milliseconds for any calendar month: one (1) week Service Credit
  • Average Internet latency in excess of 85 milliseconds in each of two (2) consecutive calendar months: one (1) month Service Credit

See Section 7 hereof for the Service Claim Process.

Section 5: Packet Loss Guarantee

Neda guarantees that packet loss shall be not more than 0.3% on the Neda Backbone Network during any calendar month. Neda measures packet loss on the Neda Backbone Network at approximately thirty (30) minute intervals and calculates the average at the end of each calendar month. Any Customer who experiences a packet loss on the Neda Backbone Network in excess of 0.3% as so calculated for any calendar month will, upon compliance with the procedures herein, be eligible to receive a one (1) day Service Credit. See Section 7 hereof for the Service Claim Process.

Section 6: Definitions

"Monthly Recurring Charge" shall mean the monthly fee for Customer's Internet service charged by Neda, which includes only the base monthly fee for metered services, for the month in which the event giving rise to the claim for Service Credit occurs.

"Neda Backbone Network" shall mean the telecommunications network and network components owned or operated by Neda, including points of presence, from the Neda Data Center to the point where data leaves Neda's network at an Neda core router and the comparable reverse path. The Neda Network does not include any networks or network equipment or other equipment not owned or controlled by Neda.

"Unavailability" for purposes of the "Availability Guarantees" shall not include (and for which no Service Credit shall be granted) unavailability due to Neda planned maintenance or other planned outages; packet loss; equipment or software upgrades; customer request; any action performed by Neda in order to maintain or improve Neda's services; any customer equipment, circuit, application, software, code, hardware device failure or malfunction; acts or omissions of Customer and/or Customer's users; denial of credit to Customer; planned or unplanned Neda telco provider outages; or reasons outside of Neda's reasonable control, such as Force Majeure. Not less than forty-eight (48) hours prior to a scheduled service interruption, Neda will notify Customer's technical contact provided in writing to Neda by e-mail of such scheduled interruption in service and the nature of such interruption. Such notice shall be effective for all purposes herein, despite any failure of the Customer and/or its agents to receive such notice for any reason, including problems with or failures of Customer's e-mail system(s) or erroneous contact information provided by Customer or any other reason.

"Service Credit" for any Guarantee, except the Installation Guarantee, shall mean:

  • One (1) day Service Credit equals one divided by the actual number of days in the month to which the Service Credit relates multiplied by Customer's Monthly Recurring Charge for such month.
  • One (1) week Service Credit equals seven divided by the actual number of days in the month to which the Service Credit relates multiplied by Customer's Monthly Recurring Charge for such month.
  • One (1)-month Service Credit equals one hundred percent (100%) of Customer's Monthly Recurring Charge for such month.

Section 7: Service Claim Process

To initiate a claim for Service Credit with respect to any Guarantee, except the Installation Guarantee, Customer shall submit a completed Service Credit Request Form within fourteen (14) days after the end of the month during or for which the event occurred which gives rise to the claim for Service Credit. To be considered for Service Credit with respect to the Installation Guarantee, Customer shall submit a Service Credit Request not later than seven (7) days after the actual installation date, which shall (a) for Hosting Customers be deemed to be the date that Neda delivers to Customer the information, including Internet Protocol ("IP") address or addresses, username and password, necessary for Hosting Customer to access Hosting Customer's Web site and (b) for Co-Location Customers be deemed to be the date that Neda delivers to Co-Location Customer IP address or addresses and makes Co-Location Customer's rack space available for installation of Co-Location Customer's equipment. Customer shall be notified of the projected installation date after Customer's order has been accepted and entered into Neda's provisioning system by its Account Coordination team. Neda shall acknowledge receipt of all Service Credit Request Forms via email no later than the next succeeding business day after such receipt and shall review all requests within 14 days after such receipt. Customer shall be notified via email upon resolution of the request.

Unless Customer has been notified of any Unavailability by Neda, Customer shall have notified the Neda Network Operations Center (425-644-8026) of any Unavailability promptly during such Unavailability. Eligibility for Service Credit is based on a failure that is caused solely by a component or components of Customer's service that is managed by Neda.

Section 8: Service Credit

If Customer's Service Credit Request is approved, Neda shall issue Service Credit to Customer's account, which Service Credit shall appear on the invoice issued in the month following the month in which the Service Credit Request Form was approved.

Service Credit shall be Customer's sole remedy for any failure by Neda to provide Services, including, but not limited to, any Unavailability.

The Service Credit provided for herein is based on Customer's compliance with the terms and conditions of its Internet services agreement with Neda, and the failure of Customer to comply therewith may invalidate Neda's Guarantees provided herein. Furthermore, Neda shall not be held liable for failure to fulfill its obligations hereunder if such failure is due to Customer's tampering with any equipment.

Service Credits are not cumulative. If Neda fails to comply with more than one Guarantee with respect to a Customer during a calendar month, only the Guarantee producing the greatest measured Service Credit to such Customer will be considered for the granting of Service Credit. Furthermore, If Customer receives more than one Service, Service Credits will not be considered for Services that were not affected by Neda's failure to comply with any Guarantee.

Section 9: Modifications

Neda in its sole discretion may modify, amend or revise one or more of these Guarantees at any time and from time to time. Such changes or revisions shall be deemed effective upon the posting of updated Service Level Agreement information to Neda's Web site.

Document Actions
Libre/Halaal Internet Services Provided At LibreCenter By Neda

Member of By* Federation Of Autonomous Libre Services

This web site has been created based exclusively on the use of Halaal Software and Halaal Internet Application Services. It is part of the By* Federation of Autonomous Libre Services which in turn are part of the Halaal/Libre By* Digitial Ecosystem which incorporate the following software components: