ControlVM offers a hardware replacement guarantee 24 hours after the causes confirmed by defective hardware via online/offline diagnosis. If the defective hardware is not replaced within 24 hours due to unforeseen circumstances, we will credit your account with 5% for every 24 hours of blocking for these special services. The loan amount must not exceed $50 (or RM200) of the full monthly subscription fee for the services involved. 3) To qualify for SLA credits, you must notify us within 24 hours via our customer portal (controlvm.com/secure) support ticket or email to [email protected] by providing details of the breakdowns that the customer has experienced. B such as the IP address of the services, the start time and the end time of the outages and services concerned. The duty to service does not apply to the unavailability, suspension or termination of the MapsPeople API or other problems related to the api performance of MapsPeople: (i) are caused by factors: that are not subject to proper control of MapsPeople, including, but not only, force majeure events, dementia or Internet access issues, or related issues beyond the point of demarcation of MapsPeople services or their direct hosting subcontractors (i.e., beyond the point at which MapsPeople has access and control over MapsPeople services); (ii) are the result of actions or inactions on your part or by third parties (with the exception of MapsPeople`s direct hosting subcontractor); (iii) come from applications, devices, software or other third-party technologies, software or other technologies (other than third-party devices under the direct control of MapsPeople); or (iv) the suspension and expiry of the customer`s right to use map services in accordance with MapsPeople`s terms (together the MapsPeople API, software and service SLA exclusions) or (v) scheduled maintenance. MapsPeople will make reasonable economic efforts to make MapsPeople API, software and services available at least 99.5% of the time during each calendar month, with the exception of planned and uninterrupted API upgrades and maintenance (the Availability SLA Service). Whenever possible, MapsPeople must notify the customer at least 24 hours in advance of planned maintenance work of more than 30 minutes. If MapsPeople does not meet the Availability SLA Service, the customer has the right to receive the service credits described below. Service Credits examine the customer`s only and exclusive remedy for MapsPeople`s inability to fill the availability SLA service. 2) ALS credits are credited directly to your account on our customer portal and are not refunded. You can use ALS credits to pay for future billing or service charges. The defective hardware replacement warranty only applies to dedicated standard services that are leased by ControlVM on a paid subscription basis.
Our level of service to ensure the operation of the defective equipment and equipment will be replaced at no additional cost to the customer. The custom establishment is not covered by this agreement. We always strive to offer you a better quality of service. We understand the importance of your online business when you first hire us as a hosting service provider. All the steps we take are to ensure that you get a consistent quality of service based on our best efforts and the best possible knowledge. ControlVM reserves the right to modify this ALS at any time without notice, with effect with the publication of the latest revised ALS on the ControlVM website (“Website”). 2. Emergency maintenance: refers to situations requiring immediate attention to avoid further possible service interruptions. In case of emergency maintenance, the customer is notified by e-mail as soon as the situation is restored or in the permissible situation that we can inform, usually 1 hour before the emergency. Coverage of this level of service only for our internal network infrastructures, such as Zimselung, Switches and Router, does NOT include outages from services or software run on services or hardware.