This document serves to provide a detailed description of the service level ("Service Level Agreement") apply to the provision of HexagonHub from Garofalo Enterprises, Inc. ("HexagonHub"), HexagonHub membership subscriptions ("Services") and to the Customer who subscribes to Services through HexagonHub ("Customer").
Definition of Terms |
For purposes of this Service Level Agreement:
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Network |
HexagonHub will provide our best efforts to make HexagonHub's services and hosted solutions with an available uptime of 90% of the time in any given annual billing period, excluding scheduled maintenance. |
Migration |
If a web server migration of our services and/or hosted solution is required because of a server degradation, HexagonHub will notify Customer at least 24 hours in advance of beginning the migration, unless HexagonHub determines in our reasonable judgment, that HexagonHub must begin the migration sooner to protect Customer's data. Either way, HexagonHub will provide our best efforts that the migration will be complete within twenty-four hours of the time we begin the migration. |
Problem Notification |
If a failure occurs, please contact support [at] reslifeportal [dot] com to notify HexagonHub of the situation. Our team will then assess the situation as in accordance with this Service Level Agreement. |
Credits |
If HexagonHub fails to meet a service level stated above, Customer will be eligible for a credit. Credits will be calculated as a percentage of the fees for the services and/or hosted solutions adversely affected by the failure for the current annual billing period during which the failure occurred (to be applied at the end of the billing cycle), as follows:
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Limitations |
Customer is not entitled to a credit if Customer is in breach of Customer's services with HexagonHub (including Customer's payment obligations to us) until Customer has cured the breach. Customer is not entitled to a credit if downtime would not have occurred but for Customer's breach of the Agreement with HexagonHub or Customer's misuse of a HexagonHub system. HexagonHub is not responsible for any system unavailability caused by circumstances beyond HexagonHub's reasonable control, including without limitation, acts of God, acts of government, flood, fire, earthquakes, civil unrest, acts of terror, strikes or other labor problems (other than those involving HexagonHub's employees), or Internet service provider failures or delays. To receive a credit, Customer must contact their HexagonHub account team within thirty (30) days following the end of the downtime. Customer must show that Customer's use of the HexagonHub system was adversely affected in some way as a result of the downtime to be eligible for the credit. This Service Level Agreement is Customer's sole and exclusive remedy for HexagonHub system unavailability. Notwithstanding anything in this Service Level Agreement to the contrary, the maximum total credit for the annual billing period, shall not exceed 100% of Customer's fee for that billing period. Credits that would be available but for this limitation will not be carried forward to future billing periods. This Service Level Agreement is part of Customer's Agreement with HexagonHub and is subject to the terms and conditions stated in those documents. |
Customer's Responsibilities |
Customer shall be responsible for:
Customer shall not:
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