SERVICE LEVEL AGREEMENT
(SLA)
Austin Data Works guarantees
that the network will be available 99% of the time
in a given month (no more than 438 minutes downtime
per month), excluding scheduled maintenance. After
438 minutes, Austin Data Works will refund the customer
5% of the monthly fee for each 30 minutes of downtime
(up to 100% of customer's monthly fee). Network uptime
includes functioning of all network infrastructure
including routers, switches and cabling, but does
not include services or software running on your server.
Network downtime exists when a particular customer
is unable to transmit and receive data and Austin
Data Works records such failure in the Client Ticket
System. Network downtime is measured from the time
the client ticket is opened by a customer to the time
the server is once again able to transmit and receive
data.
BILLING AND PAYMENT POLICY
Austin Data Works will charge Customer’s credit card
for the applicable set-up fees and quarterly fees
according to the package(s) selected by Customer.
Such fees and charges shall include, without limitation,
the fees for connectivity, design services, and charges
by any and all third parties whose materials are included
as part of the Package(s). Austin Data Works reserves
the right to change the amount of, or basis for determining,
any fees or charges and institute new fees and charges
upon prior notice to Customer.
Customer must provide Austin Data
Works with a valid credit card number to which Austin
Data Works will automatically charge all fees as they
become due. All quarterly fees and set-up fees shall
be due in advance of the quarter incurred and all
additional charges shall be due at the end of the
quarter in which such charges are incurred. Additional
fees could include but are not limited to Disk Space,
Bandwidth, Additional Email accounts, etc. Itemized
pricing for these items can be found here.
The set-up fees are nonrefundable and Austin Data
Works does not issue pro rata refunds for fees paid
in advance.
If payment by Customer’s
credit card is denied, or Customer’s charge is
returned to Austin Data Works for any reason, including
charge back or Customer otherwise fails to make any
payments owed to Austin Data Works, Austin Data Works
may, at our discretion, suspend or terminate access
to the services and/or terminate this Agreement. Customer’s
right to use the services are subject to any limits
established by Austin Data Works or by the issuer
of Customer’s credit card.
Late Fees
Invoices are sent out on a quarterly basis at least
15 days prior to the upcoming service period and are
due on the 1st of the month for that period. Customers
are charged a $15 late fee if they fail to make payment
by the 1st of the month. Invoices not paid in full
15 days after the due date will be suspended (i.e.
all services will be stopped including both web site
and email). A $20 reactivation fee applies to all
suspended accounts. Interest charges of 4.5% per month
will accrue daily on any unpaid balance, which is
more than thirty (30) days overdue.
Prepayment Discounts
Discounts for prepayment will be offered according
to the following schedule:
3% discount - 6 months of prepaid service
8% discount - 12 months of prepaid service
