Service Level Agreement (SLA)

At LCN.com Ltd. we place great emphasis on the quality of our service. For this reason, all of our dedicated servers come with a SLA outlining our commitment to you, the levels of service you can expect, and what compensation we will provide in the unlikely event of us failing to maintain these levels of service

100% Network Uptime Moneyback Guarantee

Thanks to our multiple redundant internet connections and network components we are confident enough to guarantee that our network will be available 100% of the time, excluding scheduled maintenance.

We aim to fix any network issues within 2 hours. If our connectivity fails to meet this promise, you will be eligible to claim a refund of one day's service for every hour that your dedicated server is unavailable (after the initial 2 hour period), up to a total of 100% of your monthly subscription fee.

Hardware Guarantee

LCN.com Ltd. guarantees the functioning of all rented hardware components and will replace any failed component at no cost to you.

Hardware replacement will begin immediately upon identification of the hardware failure. If the server cannot be repaired we will deploy a replacement server within 2 hours of detection of the hardware failure. In the event that it takes us more than 2 hours to get you back online, you will be eligible to claim a refund of 1 day's service for every hour that your dedicated server is unavailable up to a total of 100% of your monthly subscription fee.

Hardware is defined as the Processor(s), RAM, hard disk(s), motherboard, NIC card and other related hardware included under the server rental. The customer is responsible for all data backups (unless a separate backup service has been purchased). This SLA is void in the event that problems are caused by software modifications made to the server by the customer.

Credit Request and Payment Procedures

In order to receive a credit, customer must make a request therefore by submitting a ticket to our billing department via www.lcn.com/support/contact_us. Each request in connection with this SLA must include customer's dedicated server number and the dates and times of the unavailability of customer's server.

Any claim under the SLA must be made within 30 days of the event; claims following this time cannot be authenticated and hence no credit will be awarded. Any credits offered under the SLA will be allocated to your account. Notwithstanding anything to the contrary herein, the total amount credited to customer in a particular month under this SLA shall not exceed the total server fee paid by customer for such month for the affected Services. Credits are not refundable and can be used only towards future billing charges.

Exceptions

Customer shall not receive any credits under this SLA in connection with any failure or deficiency of Server Availability caused by or associated with:

• Circumstances beyond the reasonable control of LCN.com Ltd., including, without limitation, acts of any governmental body, war, insurrection, sabotage, armed conflict, embargo, fire, flood, strike or other labour 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.
• Scheduled maintenance and emergency maintenance and upgrades.
• DNS issues outside the direct control of LCN.com Ltd.
• Network availability is measured by our internal monitoring systems.
• Customer's acts or 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), any negligence, wilful misconduct, or use of the Services in breach of LCN.com Ltd's Terms and Conditions and Acceptable Use Policy.