Hosting SLA Goals

American Internet Service (AIS) does not believe in any downtime, but in the event that we can not maintain 100% uptime on our Basic, Advanced, Executive and Premium hosting account services and your account is current (not past due for over 20 days), AIS will remedy your account.

Credit Percentages

Hosing Availability*	Credit Percentage**
99 to 100%	0%
Below 99%	10%
Below 95%	25%
Below 90%	50%
Below 85%	100%

*"Hosting Availability" is based on the percent of full hours in any single calendar month.

**Credit Percentage is based on the affectived hosting fee only in any single calendar month.

SLA Exceptions

Credits shall not be issued under this SLA (Service Level Agreement) in connection with any failure or deficiency in "Hosting Availability" caused by or associated with:

1	Failure of access circuits outside of AIS's network.
2	Scheduled maintenance, emergency maintenance and upgrades.
3	DNS (Domain Name Server) issues outside of AIS's direct control.
4	DNS (Domain Name Server) Propagation.
5	Issues with customer access to FTP, POP, IMAP or SMTP services.
6	Failure in reporting, in AIS's SLA monitoring and measurement systems.
7	Customers web site design or use of available tools.
8	E-mail or webmail delivery and transmission.
9	Any negligence, willful misconduct, or use of the Services in breach of AIS's Terms and Conditions and Acceptable Use Policy.
10	Outages elsewhere on the Internet outside AIS's direct control that hinder access to your web site or access to your account.
11	Browser, content and/or DNS caching that may make your site appear inaccessible when others can still access it.
12	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).
13	Circumstances beyond AIS'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, ecommerce 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.

Credit Request and Payment Procedures

To receive a credit, customer must send an email to creditrequest@americaninternetservice.com.  The request must include the domain name, contact information, and dates and times of the unavailability of the customers web site.  If approved credits will be applied within 60 days.  Credits are not refundable and can only be used towards future billing charges.

The total amount credited to customer in a particular calendar month shall not exceed the total hosting fee of unavailable service.