InterBax knows that you need to be able to depend on your service provider. That's why providing high-quality support and reliable access to your data is our top priority. To show our commitment to our customers, InterBax has developed Service Level Agreements (SLA) that establish certain standards that you can count on regarding our services and support.

Web Site availability Service Level Agreement
Data Protection Service Level Agreement
Technical Support Service Level Agreement

Definitions

For the purpose of these Service Level Agreements, the following terms have the meanings set forth below:

"Base Monthly Fee" means the base monthly fee paid by customer for the standard package(s) being provided to it by InterBax, including the use of the server and up to the amount of data transferred allowed each month without additional charge. The Base Monthly Fee does not include any other fees which might be charged to customer, including, without limitation, setup fees, charges relating to extra bandwidth usage or extra disc space, extra IP addresses, RAM, and managed services to which customer subscribes.

"Web Site Availability" means the percentage of a particular month (based on 24-hour days for the number of days in the subject month) that the content of customer's Web site is available for access by third parties via HTTP and HTTPS, as measured by InterBax only.

 

If the Web Site Availability of customer's Web site is less than 99.5%, InterBax will issue a full month credit to customer . Credit will be calculated on the base monthly fee charged to a customer for the affected service.

• Exceptions

  Customer shall not receive any credits under this SLA in connection with any failure or deficiency of Web Site Availability caused by or associated with:

  • Circumstances beyond InterBax's reasonable control, including, without limitation, acts of any governmental body, war, insurrection, sabotage, armed conflict, embargo, fire, flood, strike or other labor disturbance, interruption of or delay in transportation, unavailability of or interruption or delay in telecommunications or third party services, virus attacks or hackers, failure of third party software (including, without limitation, e-commerce software, payment gateways, chat, statistics or free scripts) or inability to obtain raw materials, supplies, or power used in or equipment needed for provision of this SLA;
  • Outages elsewhere on the Internet that prevent access to an account.
  • Degradation of service due to high packet loss or similar conditions, which may be indicative of the Internet as a whole;
  • Failure of access circuits to the InterBax Network, unless such failure is caused solely by InterBax;
  • Scheduled maintenance and emergency maintenance and upgrades;
  • DNS (Domain Name Server) issues outside the direct control of InterBax;
  • Issues with FTP, POP, IMAP, or SMTP customer access;
  • False outages reported as a result of any InterBax measurement system problems or errors.
  • Customer's acts or omissions (or acts or omissions of others engaged or authorized by customer), including, without limitation, custom scripting or coding (e.g., CGI, Perl, HTML, ASP, etc.);
  • Any negligence, willful misconduct, or use of the Services in breach of InterBax's Terms and Conditions and Acceptable Use Policy;
    
    
• Credit Request and Payment Procedures

  In order to receive credit, you must submit a request within 7 business days of the occurrence. Customer should send an email to billing@interbax.net include the date, the approximate time of the failure, and your account username in the email. If InterBax confirms the unavailability, credits will be applied within one billing cycle after InterBax's receipt of customer's credit request. InterBax will not process incomplete credit requests.
  

InterBax offers the security of off-server tape backup for all of our customers. Your files and databases are protected daily reflecting incremental changes and weekly through the creation of full backups. Our high quality off-server tape backup process has a 14 day retention. Restoration from the tape backup can be performed quickly and efficiently.

Our backup system is closely monitored and we are notified when there are backup failures, allowing us to quickly respond and correct the error. We know, however, that mistakes can happen. If we are unable to recover your data, we will apply a three month credit of your base monthly fee to your account. We always recommend that you do a local backup of your data on a periodic basis.

Data Recovery Fee

In the event that a customer requests data recovery of their files, there will be a fee of $15 per incident charged to their account. The customer will be notified of this fee before there data is recovered.

All customers that have purchased our "webmaster package" will not be responsible for the data recovery fee. The webmaster package includes free data recovery.

We strive to address technical issues as quickly as possible and this SLA is not indicative of our typical response times, which in most cases will be much faster. Currently, the following technical support SLA applies to the technical support we provide:

• Support requests will be addressed within 12 hours of submission, although our typical response time is approximately 30 minutes. The time necessary for problem resolution is dependent on the nature and complexity of the problem.
• If you do not receive a response from InterBax support within 12 hours you are entitled to a one month credit of your base monthly fee.

In order to receive credit, you must submit a request within 3 business days of the occurrence. Customer should send an email to billing@interbax.net include the date, the approximate time of the original support request, and your account username in the email. If InterBax confirms the failure, credit will be applied within one billing cycle after InterBax's receipt of customer's credit request. InterBax will not process incomplete credit requests.