www.renderplatform.net

Objectives of the Agreement
This agreement sets out the minimum level of service that Renderplatform is required to provide and which reimbursements will be provided when there is a failure to meet these standards.
The Standards laid out in this document are a strict legal minimum service we are compelled to provide, not an average one.

Network Uptime
The guaranteed up-time for network services is 99.999% each month. This uptime is determined by monitoring performed from remote and local stations by Renderplatform, and does not take into account outages or issues with upstream providers, network carriers, datacenter equipment or clients local area networks.

Customer Support
We will not subject to any kind of support / ticket response time SLA.
Talk is cheap, and we’re probably too busy fixing the problem.

Hardware Failure
Being 100% redundant in nature, failed hardware will be replaced in a timely and non-disruptive manner whenever possible. If the replacement of failed hardware will lead to loss of uptime, Renderplatform will try to schedule an appropriate downtime with involved customers, but is in no way obliged to do so.
In the event of primary and secondary systems failure, Renderplatform will try to get the hardware to a working state as soon as possible.

Data Liability
Renderplatform is never liable for the data stored on its servers and network. In the event of a total systems failure, it is the client’s responsibility to restore their data.

Network Performance
All Network services are continuously monitored to ensure rapid response to any faults, which may occur. Monitoring feedback is provided to technical support staff via email, SMS and paging services 24hours, 7 days.

Scheduled Outages
From time to time service-disrupting upgrades to hardware may be required, such upgrades will generally be performed outside of business hours to avoid interruptions. A valid timeframe will be discussed with affected clients, and Renderplatform will try to honor these timeframes whenever possible. In the case no timeframe can be established (conflicting among clients or otherwise), Renderplatform reserves the right to make a final decision to their liking.
Outages caused by upstream providers, such as the datacenter and or the network carriers are not covered by this Service Level Agreement as such outages are beyond the control of Renderplatform.

Un-Scheduled Outages
Outages caused by upstream providers, such as the datacenter and or the network carriers are not covered by this Service Level Agreement as such outages are beyond the control of Renderplatform.

Service Agreement Exclusions
This Service Level Agreement does not cover Service Downtime caused by problems in the following:

Client's local area network.
Client-provided Internet connectivity or end-user software.
Entities inside Client's internal network including, but not limited to, firewall configuration and bandwidth shaping, local area workstations, or other servers, equipment, and software that have a potential bearing on the local networking environment.
Any predetermined Scheduled Service Downtime.
Any problems beyond the immediate Renderplatform network.
Outages caused by upstream providers, such as the datacenter and or the network carriers are not covered by this Service Level Agreement as such outages are beyond the control of Renderplatform.
Client initiated server over-utilization.
Any problems related to attacks on the machine such as hacking, bandwidth-based attacks of any nature, and service or operating system exploits.
Problems associated with Operating System, Software, or Applications.

Service Level Reimbursement
The service level guarantee will be measured by Renderplatform and is based on the network up-time excluding previous exceptions. If Renderplatform determines that services were unavailable for period exceeding the maximum allowable continuous duration of one (1) hour or more per instance, upon the customers request, Renderplatform will credit the customers monthly invoice the prorated charges of one-thirtieth (1/30th) day of the Renderplatform for each consecutive hour, up to a maximum of 30 hours (i.e. full reimbursement for that month). To receive credit if this guarantee has not been met, the customer must contact Renderplatform within 30 days of the end of the month for which credit is requested and must provide specific data, dates and times of outages.

Renderplatform reserves the right to modify this agreement at any time.