Webvisions is committed to providing a reliable, high quality network to
support our customers worldwide. However, in the event of a network outage
only that is 1) due to a cause within the Webvisions network and that 2)
exceeds 60 contiguous minutes, eligible customers may request a rebate
equivalent to the total number of minutes that the Network Outage occurred
as indicated by WEBVISIONS network monitoring system. Such rebate shall be
credited to the CUSTOMER's account by WEBVISIONS and each rebate shall be
prorated based on a maximum of thirty(30) days of WEBVISIONS service.
The maximum rebate is SGD750.00 per month. This rebate is limited to one(1)
per month. Please read below for complete details.
Definitions
"Webvisions Network" means the Webvisions-provided telecommunications
network which is comprised of all equipment within each Webvisions Point
of Presence, all wiring within each Webvisions POP and all telephone
circuits between Webvisions POPs. The Webvisions Network does not include
equipment located on the customer premise whether or not provided by
Webvisions, telephone circuits between a POP and the Customer location, or
any networks or network equipment not owned or controlled by Webvisions.
"60 contiguous minutes" means an unbroken sequence of 60 minutes of
network outage.
"One rebate" means that a network outage of 60 contiguous minutes or
longer entitles the eligible customer to one rebate.
Example: if the network outage is 61
contiguous minutes, one rebate is allowed. In the same scenario, if a
network outage occurs for 180 contiguous minutes the one rebate is only
allowed.
"Eligible customer" means any Customer who has purchased Internet service
and has a valid current Webvisions sales agreement, but excludes any
Customer who has purchased a non-standard Internet connectivity service.
In addition, an account must be up to date on all payment issues in
compliance of the contract terms.
"Network outage" means an outage in which Customer is unable to connect to
any site from Customer's location but does not include planned outages,
partial outages or degradation of service due to high packet loss or
similar conditions which may be indicative of the internet as a whole. A
network outage does not in any manner include the specific customer's
server hardware or software failure.
Service Credit Request Process
All claims under this policy must be submitted by e-mail with full details
to accounting@webvisions.com within 48 hours after the event which caused
the Network Outage.
Required Information
Customer must submit the following information with its claim (incomplete
requests will be returned) to accounting@webvisions.com
a. Name of Customer
b. Organization name as listed on invoice
c. Date and approximate beginning/end time of outage
d. Server ID(s) affected that are eligible for credit
Claim Review Process
Webvisions will acknowledge all claims within two business days and will
review all claims within ten business days of receipt. Upon coming to a
decision, the accounting department will inform Customer by electronic
mail whether the appropriate service credit will be issued on the next
invoice or reject the claim by specifying the basis for rejection.
Policy Change
Webvisions reserves the right to change, amend, revise or revoke this
policy at any time.
Adherence to Service Agreement
Webvisions provides various levels of service guarantees including customized Service Level Agreements (SLAs)
for different customers. Please refer to your service agreement for specific details of your SLAs and other server
availability guarantees.
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