This 99.9% SLA agreement applies to any Pinjack Hosting Solutions client in good financial standing with Pinjack Hosting Solutions at the time of a service outage.

(2.) Service Level Agreement & Specifications
Pinjack endeavors to have the content of your web site available for http access by any party in the world 99.9% of the time. Network downtime (unavailability) is defined as 100% packet loss from Pinjack to its backbone providers. Downtime is measured past 10 minutes after notification of network failure via Pinjack's online ticketing system. If the ticketing system itself is unreachable, the ticket must be started by calling the Pinjack NOC. Pinjack's administrators will determine the end of the downtime by a trace-route to the customer's machine from outside the Pinjack network.

(3.) Credits
If Pinack Hosting Solutions fails to deliver 99.9% uptime for your website within the bounds of this document, you will receive a credit to your account for the cost of your current months hosting plan fees.

In order for you to receive a credit on your account, you must request such credit within seven (7) days after you experience the down time. You must request credit by submitting a request to support, at support@pinjack.com . For security, the body of this message must contain your domain name, the dates and times of the unavailability of your website, and such other customer identification requested by Pinjack. Credits will usually be applied within sixty (60) days of your credit request. Credit to your account shall be your sole and exclusive remedy in the event of an outage.

(4.) Restrictions
Credits shall not be provided to you in the event that you have any outage resulting from (1.) scheduled maintenance as posted from time to time on our website, (2.) your behavior or the performance or failure of your equipment, facilities or applications, or (3.) circumstances beyond Pinjack's reasonable control, including, without limitation, acts of any governmental body, war, insurrection, sabotage, embargo, fire, flood, strike or other labor disturbance, interruption of or delay in transportation, unavailability of interruption or delay in telecommunications or third party services, including DNS propagation, domain name registration / transfer, failure of third party software or hardware or inability to obtain raw materials, supplies, or power used in or equipment needed for provision of your web site, or (4.) a client breaking any item in Pinjack's "AUP" conditions causing a machine to fail as a result.