Team Foundation Server Hosting Service Level Agreement
DiscountASP.NET is committed to providing our customers with a stable and reliable Team Foundation Server hosting (TFS Hosting) infrastructure. We provide this Service Level Agreement (SLA) as part of the Terms of Service with DiscountASP.NET for TFS Hosting services. This SLA shall not apply to Beta services.
All SLA guarantees and information listed below are made in good faith. This SLA sets out our mutual responsibilities and rights, should DiscountASP.NET fail to meet the service criteria set out below. We each agree to look solely to this SLA for TFS hosting availability.
Team Foundation Server Hosting Service Issues
DiscountASP.NET agrees that our TFS Hosting service will be available 100% of the time in a given month, excluding scheduled and emergency maintenance which are posted in our Community Forum.
Should we incur a TFS Hosting outage, we will credit you 5% of your monthly fee for every uninterrupted 30 minutes of downtime (up to, but not exceeding 100% of one monthly payment). The Credit will be applied toward the next TFS account invoice. The Credit cannot exceed the amount you paid to DiscountASP.NET for 1 month of TFS Hosting service, regardless of the amount due. The Credit cannot be applied to a different TFS Hosting account or a web hosting account. Customer may not combine different TFS service downtimes less than 30 uninterrupted minutes to satisfy the SLA downtime requirement. Any TFS Hosting service issue may not be augmented by other public network or service-related downtimes to satisfy the SLA requirements or to claim additional downtime.
While we will strive to meet the objectives set out in this SLA, it does not apply to events outside of our reasonable control. While it is impossible to identify all events that may occur outside of our control, excluded events include, but are not limited to, acts of God, earthquakes, natural disasters, terrorism, denial of service (DOS) attacks, distributed denial of service (DDOS) attacks, software bugs, hardware failure, hacking or other abusive activities, global Internet network outages, shortages of supplies, customer faults, upstream provider issues, or any other circumstance beyond our actual control.
Claiming SLA Credits
In order to take advantage of this SLA, you must notify us of your intent to claim credit within 5 days of the beginning of the event for which you seek credit. To notify us, you must open a help desk ticket through the TFS Support Portal. Customer must be in compliance with all contracts between DiscountASP.NET, including being current on all fees due to us at the time of the incident, as well as when the credit may be applied. You must provide reasonable details regarding the claim, including but not limited to, detailed description of the event, incident duration, and description of attempts to resolve the issue. Any customer making false or repetitive claims are in violation of the AUP.
Last Update: July 10, 2013