Service Level Agreement

CompanyService Level Agreement

Livestate Activemedia - Service Level Agreement

Revision Date: 1st March 2010

  • Initial Order
    The first step undertaken for the provision of services is the initial order, where a subscriber requests services to be provided by Livestate Activemedia, as described by the hosting description and containing all of the services offered within that description. The subscriber agrees by placing the order that they have read and understood our Terms of Service and Acceptable Use Policy; the subscriber understands that payment for non-free services are due prior to commencement of that service and at each anniversary of their elected billing cycle and; the subscriber has understood that payment will be made via our nominated payment gateway
  • Service Provision
    In most cases services will be provisioned immediately once payment for the requested service has been made. The subscriber understands that due to technical or unforseen reasons the provision of services may be delayed; the subscriber understands that certain selected addons may require additional time to install and; the subscriber understands that any 'Free Addon' will be provisioned by Livestate Activemedia expediently, however delay in providing free services or addons will not alter the date payment for non-free services is due
  • Service Suspension
    In nearly all cases Livestate Activemedia will attempt to contact a subscriber if for any reason we are required or are instructed to suspend their service. The subscriber understands that invoicing at each billing cycle date is considered 'prior notification', and that failure to pay requested service fees may result in suspension without further communication from Livestate Activemedia; the subscriber understands that un-suspension of services will not result in credit being provided for the period that services were suspended and; the subscriber understands that prolonged suspension may result in complete termination
  • Service Termination
    Livestate Activemedia will only terminate a service where a subscriber has failed to adhere to the Livestate Activemedia Terms of Service and Acceptable Use Policy or failed to make payment for services due. The subscriber understands that it is at Livestate Activemedia's sole discretion whether the account will be made available to the subscriber to obtain their 'data' (files, database storage etc); the subscriber understands that Livestate Activemedia may erase all data from a terminated account at their sole discretion if that account has been terminated for a prolonged period, and where no communication has been received from the subscriber, and where the subscriber has made no attempt to rectify the cause for the terminated state of the service
  • Downtime
    If during the course of providing services to the subscriber the Livestate Network experiences any fault or issue that results in 'down-time', where the subscribers service is neither accessible to the subscriber nor to their client base, Livestate may at their discretion provide credit towards the subscribers future billing cycle. The subscriber understands that technical upgrades that result in application failure of a subscribers scripts (such as PHP/MySQL upgrades) do not qualify as 'down-time', and while Livestate will provide measures to assist rectifying the subscribers service, Livestate will not be encumbered to provide billing credit.
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