Business SLA

This Business Service Level Agreement (“SLA”) is a business policy that manages and controls how the use of the Netway Communication Online Service and Support (“Service & Support”) and Netway Communication Premium Service (Premium Service & Support) under Netway Communication Terms of Service (“ToS”) between Netway Communication Co., Ltd. (“Company”) and End-users, Resellers, and Partner NOC (“you”).

This SLA applies to all products, brands, and services under Netway Communication Co., Ltd, including (but not limited to) RVsitebuilder, RVskin, and SSL Certificates.

Except as provided herein, this SLA is governed by Netway Communication Terms of Service and other Plug-in Agreement Policies under Netway Communication. Terms not otherwise defined within this SLA will have the meaning given to them in those ToS and the others. Netway Communication reserves the right to change the terms of this SLA in accordance with those ToS and the others.

Service Availability

The term “Service availability” means that your account with https://rvglobalsoft.com can only be accessed and used by you or those who are authorized by you.

Uptime Commitment

All Services & Supports and Premium Services & Supports shall be available at 99.9% for all times in each calendar month. For online support via email, it is described in SLA Compliance & Response Time section of this page.

Netway Communication Service & Support

What is meant by the term “Netway Communication Services & Supports” includes installation support, resolving reported problems, technical inquiries, resolving reported common bug fixed, planned maintenance, and incident request from you via ticket of RVGlobalSoft.com and its affiliated websites. These supports are performed on schedules basis. All these support are available 24/7 with SLA Response Time mentioned in the following section.

Netway Communication Premium Service & Support

What is meant by the term “Netway Communication Services & Supports” includes dedicated Service & Support for specific products serving to specific End-users, Resellers, and Partner NOC with advanced solution support, resolving business-critical issues, API support, on-demand change request*, and deployment support. These supports are performed on schedules basis. All these supports are available 24/7 with SLA Response Time mentioned in the following section.
* Depending on user’s capability and limitation.

Complimentary Service

All Services & Supports are ticket-based. One incident of requests/inquiries is dedicated via one ticket sent by you or submitted by the company’s support staffs on your behalf. If Netway Communication fails to meet the SLA during any one calendar month period, then you will be eligible for $50 e-Coupon as a Service Credit (known as “Complimentary Service”) for purchasing Premium SSL Certificates from RVGlobalSoft.com.

SLA Compliance & Response Time

This SLA is declared to ensure availability of our services and supports for your accounts under RVGlobalSoft.com and its affiliated websites.

All Service & Support is performed on schedules basis. All users are well-informed with support schedule every time the incident(s) is/are responded.

Credit requests and Payment

To claim for the credit, send an email to Netway Communication at support@rvglobalsoft.com within 10 days by the end of each calendar month in which the failure has occurred. You must include either your RVGlobalSoft.com account name or registered email address, date and time of unavailability. If the verification is passed, we will issue the e-coupon to your account within ten (10) business days. The Service Credits shall be your sole and exclusive remedy for any failure of Netway Communication to operate in accordance with the SLAs.

Exclusions

The calculation of Service Availability SLA excludes instances of; your acts or omissions, force majeure events, scheduled downtime, hackers or virus attacks, unavailability of Symantec Cloud Service, cPanel’s planned maintenance, or emergency maintenance.