Network Availability Policy
Policies > Network Availability
This site is for our Parcom Legacy Systems. For
our new cloud based hosting services please visit:
At Parcom, we
strive to maintain at least a goal with a high range of 99.99999% network,
server, router, and all other Parcom equipment in terms of
uptime. (overall, our network has an overall uptime of 99.99994% this
past 8 years) We are completely honest in letting every client
know that with the unpredictable nature of the internet, it is quite
impossible to make a 100% uptime claim. Many of our competitors will
claim 100% uptime, that maybe true of their equipment and their private
network, but not the network environment that they have no control
over. It is quite impossible to claim 100% no matter what
they say. No one network provider can control the issues that other
providers may have either. Hence, we believe in an honest network
availability policy for all of our customers. Despite our low prices,
we are extremely proud of our track record for maintaining an excellent
uptime guarantees are impossible policies to ever offer.
We have a simple policy in
that if your web site is down for more than 1 hour for a given month
(for all services, mail, ftp, web, etc)
we will grant you a free month's worth of service, guaranteed! This
cannot include any restrictions or limitations as listed below. All
customers, must contact our billing department immediately AFTER contacting technical support
in order to obtain a credit. More than likely you will find Parcom
already gave you credit - as that is our policy too.
Parcom cannot control your ISP's downtime. Many customers who request
credit sometimes forget that their own ISP could be the cause of the
accessibility problems they are having. So testing with other ISPs
from different locations is something that you should do too. Something
to note about this is that Parcom's overall network is guaranteed (as a
separate part of the network outside of the server network) to have a
99.99999% uptime between our routers and our multiple backbone
providers. This is why our network is probably online more than any
competitor or many ISPs. It is important to note that complete network
failure is not only rare, but unlikely. Individual site downtime is
more common while other sites on the same server may be fine! So test
well, make sure you can get to some other Parcom sites if possible, or
check if mail works, at least you help isolate the problem.
The following restrictions and limitations will prevent us from
issuing any credit for downtime:
Any scheduled maintenance as announced
either by e-mail or through our
Your local PC performance issues,
including your own ISP connectivity problems.
Things obviously out of Parcom's control
including, but not limited to insurrection, war or acts of war, acts
of God, flood, denial of service (DOS) attacks, sabotage, terrorist
attacks, earthquakes, hackers, strike or labor disputes, embargos,
interruption or delay in telecommunications connectivity or third
party services (upstream providers, DNS propagation, DNS servers,
etc.), interruption or delays in transportation, inability to obtain
service, supplies or parts from a 3rd party, inability to obtain
power, connectivity, supplier or provider bankruptcies and failure
to meet high standards of Parcom owners requirements, or equipment
needed by the web servers. Essentially, any act or issue that is
beyond our control.
Defects in the operating systems used,
including known issues being worked on by Microsoft, Cisco, and our
Unix software manufacturers. We strive to maintain the most up to
date versions of all of our equipment at Parcom.
Things in your control or the control of
your customers in the case of resellers including but not limited to
failure to correctly uploading of your site(s), programming or logic
errors in scripts or active server pages. Your accidental deletion
of pages or incorrectly coded html such as broken links.
The total credit in any month cannot
exceed the monthly service charge for the month for the Web Server
that is not available. Credit received will also reflect any
discount you receive for your total billing.
Parcom is not responsible for mail
delivery delays due to internet congestion of any kind.
Parcom is not responsible for coding
issues that cause your site to crash. If HTML files and MAIL are
working fine for you, this does not mean your site is down.
Customers must also realize that our professional or higher accounts
service levels are more designed for database and scripting. Such
sites receive isolated resources. Which is improved (not
necessarily perfect). Shared and even isolated resources are fine,
but we are not responsible for customer to customer coding conflicts
for obvious reasons. It is at Parcom's discretion to provide
credit if a scripting engine is to be at fault for a customer's site
being partially down. The rule of thumb is if part of a site is
still operational, the site is not down.
If you have any detailed
questions regarding our above policy, please feel free to contact us.
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