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Nexus is proud to offer an exceptional level of performance, reliability, and service. That is why we are making commitments to our customers in the form of a Service Level Agreement (SLA) which provides certain rights and remedies regarding the performance of the Nexus network. The Nexus Service Level Agreement (SLA) guarantees our network/equipment reliability and performance. This Service Level Agreement (SLA) applies to customers of Nexus’ web hosting, reseller, dedicated server, co-location, e-commerce, and dedicated access services.
Nexus strives to maintain a 99.5% network and server uptime service level. This uptime percentage is a monthly figure, and is is calculated solely by Nexus’ monitoring systems or Nexus’ authorized/contracted outside monitoring services. If Nexus fails to meet it’s 99.5% uptime guarantee, and it is not due to one of the exceptions below, credits will be made available to each client, upon request, on a case by case basis. Nexus does not credit a full month’s service for minor downtime. This would not be financially healthy for Nexus, and in turn would only negatively affect the service level Nexus provides to you. “Partial refunds for partial downtime” is our standard policy. In extreme circumstances, Nexus may distribute full month credits, but this is dealt with on a case by case basis. Details on how credit amounts are calculated can be found below.
Customer shall not receive any credits under this SLA in connection with any failure or deficiency of the Nexus network caused by or associated with:
As a courtesy, Nexus provides a backup service on shared hosting accounts. You can request our administrators to run a backup of your site or any files for a one-time charge. Although Nexus tries to ensure these backups are complete and accurate, we cannot guarantee data integrity. It is possible that a site and/or file may not be able to be restored incase of a server crash.
We will restore data from our backups in case server trouble arises, but we do not perform restores to fix customer errors. If you accidentally delete a file or damage your website data, we are in no way responsible for this. If you need us to restore data from an incident such as that when it wasn’t our fault, we will have to charge a reasonable fee to do so, depending on the complexity of the restore.
Nexus recommends that the customer periodically and frequently backup their site to their local computer. On most accounts there is a backup manager that can assist you in this process.
A backup may not be included with a dedicated server type plan. We recommend that dedicated server customers purchase a backup option to protect data. Even with a backup plan, Nexus recommends that customer still maintain offsite backups since even backup services have a risk of failure.
Our servers are monitored 24 hours per day, 7 days per week, 365 days per year and support agents are available by email and on call. We do not provide ‘root’ access of the server in order to ensure uninterruptible operations and smooth services.
The Customer must not interfere with aspects of the Server for which Nexus is responsible. Nexus also reserves the right to charge for the time involved in recovering a server which has been damaged by the customer attempting to take any action in regard to the service which have been defined as the responsibility of Nexus, except where such action has been taken as a result of the failure of Nexus to provide support.
During the troubleshooting phase, no changes to the server will be made by the customer unless under the guidance of Nexus. Thus Nexus must be consulted to discuss the proposed changes and must agree to them being made prior to any customer attempting to make the changes. The troubleshooting phase will be deemed complete when the initial reported matter regarding the server configuration has been fixed.
Nexus reserves the right to change or modify this SLA to benefit the Client, and will post changes to location currently housing this SLA at time of modification, which will be made available to Client. Except as set forth in this SLA, Nexus makes no claims regarding the availability or performance of the Nexus’ network or servers. Specific terms/points of this SLA may be adjusted on a case by case basis by the specific Service Agreement signed/agreed by client. In case of difference terms/points in SLA and Service Agreement, the Service Agreement terms/points prevail over this general SLA policy. The Service Agreement signed/agreed by client, is above and beyond this SLA, and Service Agreement terms are in affect, including, but not limited to, limitations of liability.
At Nexus Technologies,
We Value every single client We have. We are always glad to hear from you.
Address:
Office# 1, 2nd floor, Al Asad Plaza (7-K), Next to Faysal Bank,
F- 10 Markaz,Islamabad.
Phone:
+92 51-2222883-6
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At Nexus Technologies,
We Value every single client We have. We are always glad to hear from you.
Stay always in touch! Subscribe to our newsletter.
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Nexus, where value meets your vision!
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