Own Web Now Corp's Service Level Agreement ("SLA") is provided to give our customers and users a clear understanding regarding the reliability of our service. Use of our services constitutes acceptance of this SLA, the Terms of Service (TOS), and Acceptable Use Policy (AUP).
Own Web Now Corp ("The Company") agrees to furnish services to the Subscriber, subject to the following SLA. All provisions of this contract are subject to the TOS and AUP. Any changes to the AUP do not constitute grounds for early termination of this agreement. This Agreement shall be construed in all respects in accordance with the laws of the state of Florida, county of Orange applicable to contracts enforceable in that state. Venue will be Orange County, Florida.
| Priority | Response Time | Applies When |
|---|---|---|
| Urgent | 1 hour | Complete outage of business-critical systems |
| High | 2 hours | Major degradation impacting most users |
| Normal | 4 hours | General service issues |
| Low | Same day | Minimal or individual user impact |
Automatic Escalation: If an issue is not responded to within the above window, the ticket will be escalated to the next priority level.
Network Uptime Guarantee
Own Web Now guarantees 100% uptime for the network. If network availability falls below 99.9%, clients are eligible for a 15% credit of their monthly fee for each 30 minutes of downtime, up to the monthly service charge.
Server Uptime Guarantee
We provide a 99.999% uptime guarantee for ExchangeDefender services. The same credit policies apply for qualifying downtime.
Network Service Uptime
Network Service is guaranteed 100% uptime excluding scheduled maintenance. Unscheduled maintenance will be communicated in advance when possible.
Email Scanning
ExchangeDefender guarantees that all inbound and outbound email will be scanned for threats. Failure to scan will result in a credit of 15% of the monthly service fee.
Virus Protection Guarantee
ExchangeDefender guarantees protection from all known “in-the-wild” viruses. If a virus makes it through our protection (and it is determined to be a system fault, not user error), a credit equal to 15% of the monthly service fee will be issued.
Spam Filtering Disclaimer
ExchangeDefender strives for 99% accuracy in spam detection. However, due to evolving threats, some false positives or negatives may occur. While every effort is made to prevent misclassification, there is no credit for spam filtering accuracy. User reports help improve our system over time.
Single Claim Limitation:Service credits are limited to one event and one claim per month. Multiple events cannot be combined.
Liability Limit: The Company’s total liability is limited to the amount the Subscriber paid for the affected services during the outage period.
Exclusions: The Company is not responsible for loss of data, profits, or indirect damages. Subscribers are solely responsible for their backups and data protection.
Network or service interruptions may occur due to events outside the Company's control.
No guarantees are made regarding loss of data or third-party conduct.
Subscriber agrees that liability is limited to the terms above, including negligence.