SLA (SERVICE LEVEL AGREEMENT) strives to have service availability, Credits In the unlikely event that there is no service availability, Udhim will credit the monthly service fee for the Service as calculated below and as measured 24-hours a day in a calendar month, but this credit is not available for the customers who have been in payment arrears, two or more times in the previous three transactions period, do not qualify for such credits, with highest credit not exceeding monthly service fee for the affected month:

  • Website Availability Credit 95% to 99.4% = 15%
  • Website Availability Credit 90% to 94.9% = 35%
  • Website Availability Credit 89.9% or below = 100%

In order for you to receive a credit on your account, you are required to request such credit within seven (7) business days after you experienced no service availability. You must request credit by raising a ticket with the billing department through account’s control panel. As a security measure, the body of this email message must contains your service details, the dates & times of unavailability of your website, and such other customer identification requested by Credits will usually be executed within sixty (60) days of your credit request. Credit to your account shall be your exclusive and sole remedy in the event that there is no service Availability. Credits shall not be granted to you by in the event that you have no service Availability as a consequence of (a) Scheduled maintenance, (b) Your behavior or the performance or failure of your equipment/facilities/applications or (c) Circumstances beyond’s reasonable control, including, without limitation, acts of war, any governmental body, sabotage, insurrection, embargo, fire, flood, strike, act of god or other labor disturbance, delay or interruption in transportation, interruption, delay or unavailability of telecommunications or third party services (including DNS propagation), failure of third party hardware/software or inability to obtain raw materials, supplies or power used in or equipment needed for provision of your service.


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