Service Level Agreement
WebFurther, LLC guarantees 99.95% availability of its Web Service, WebPurify. WebFurther, LLC understands the importance that WebPurify plays in our client’s daily business operations. We consider the service we provide each customer as a critical component of their success and are committed to reliably delivering our service.
Webpurify Customer Service Guarantee
The following guarantees are part of such commitment and demonstrate our willingness to stand behind our internal processes, our network and the quality of our Web services, as described below. The following guarantees are available to eligible current paying service subscribers. Paying subscribers may be referred to herein, collectively, as “Customers”. Our goal is to provide highly responsive and effective customer service. All service requests should be sent to [email protected].
We measure three key events for the resolution of service requests. For each event, you will receive email communication from a representative of our customer service department within the specified time. All commitment times are measured from the time the request was received by WebPurify. In most cases, various issues can be resolved immediately upon receipt of the service request. The measured time is also based on a standard work week (9AM to 5PM Pacific) Monday through Friday, except for national holidays. The stated response time hours are applicable only during support hours. The response times are as follows:
- Acknowledge — A live person has received your email request and ensured that it is being dealt with appropriately. 8 hours.
- Confirm – A service representative has reviewed your request and determined a course of action for resolution. When possible, the service representative will provide an estimate of when the request can be resolved. 24 hours
- Resolve – The request has been resolved. The communication from the service representative will describe what was done to resolve the request.
The WebPurify filter can not be guaranteed 100% effective since profanity is subjective and customer specific. The customer has ability to generate a list of additional words they choose to filter.
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 of less than 20 minutes, in a calendar month: no Service Credit issued.
- Unavailability equal to or greater than 20 minutes, but less than two (2) hours, in a calendar month: one (7) day Service Credit.
- Unavailability equal to or greater than two (2) hours, but less than four (4) hours, in a calendar month: one (2) week Service Credit.
- Unavailability equal to or greater than four (4) hours in a calendar month: one (1) month Service Credit.
Outage Notification Guarantee:
We shall contact Customer’s technical contact, by email within one (1) hour after the occurrence of any Unavailability affecting any Availability Guarantee that results in complete downtime for such Customer. If we fail 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.
“Annual Recurring Charge” shall mean the annual fee for Customer’s selected plan.
“Backbone Network” shall mean the telecommunications network and network components owned or operated by us, including points of presence, from the Data Center to the point where data leaves the network. The Network does not include any networks or network equipment or other equipment not owned or controlled by us.
“Unavailability” for purposes of the “Availability Guarantees” shall not include (and for which no Service Credit shall be granted) packet loss; equipment or software upgrades; customer request; any action performed by us in order to maintain or improve our 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 telco provider outages; or reasons outside of our reasonable control, such as Force Majeure.
“Service Credit” for any Guarantee, shall mean:
- One (7) day Service Credit allows Customer 7 complimentary days of service past the expiration date of annual membership.
- One (2) week Service Credit allows Customer 14 complimentary days of additional service past the expiration date of annual membership.
- One (1)-month Service Credit allows Customer 28 complimentary days of additional service past the expiration date of annual membership.
Service Claim Process:
To initiate a claim for Service Credit with respect to any Guarantee, Customer shall submit an email entitled “Service Credit Request” to [email protected] 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. We shall acknowledge receipt of all Service Credit Requests 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, Customer shall have notified our company 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 us.
If Customer’s Service Credit Request is approved, we shall issue Service Credit to Customer’s account within 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 us 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 us, and the failure of Customer to comply therewith may invalidate our Guarantees provided herein.
Service Credits are not cumulative. If we fail 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 our failure to comply with any Guarantee.
WebFurther, LLC 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 the WebPurify web site.