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Our Commitment To You (SLA)

As a client of Taste Media you can expect a 100% Server & Network Uptime, 24/7 Support Technical Support, 24/7 Server Monitoring, and a guarantee to fix or replace your server should a hardware component fail.

Our ZERO Downtime Policy

You invest in us, we invest for you. If our server and/or network uptime is anything short of 100% uptime, we will gladly credit your account. If we fail to meet our ZERO Downtime promise during any calendar month, you can expect to receive a service credit as follows:

Uptime Availability	Service Credit
Less than 100% (up to 24 hours)	15% of monthly fee
Less than 100% (exceeding 24 hours)	30% of monthly fee
	[Request Service Credit]

24/7 Technical Support

If for some reason we fail to respond to a support ticket regardless of the time of day or night within 24 hours we will issue a 1% credit for every occurance.

4 Hour Fix on Hardware Failures (Dedicated Server Account Holders)

In the event that your server's critical hardware fails, to the extent that it is not able to function as a web-server, we will endeavour to fix the fault within 4 hours of the fault developing/being reported.

In the event that time taken to resolve the hardware failure exceeds 4 hours, for any individual incident, a service credit will be made. For every 24 hours that surpass, a 10% of your monthly fee will be credited to your account up to a maximum credit of 100% of the month's service fees.

The period hardware is deemed to be be out of service commences when the fault is identified and ends when the server's critical services are operational again or when an alternative temporary server has been provided. This SLA only covers hardware faults, it does not cover time for software or operating system reconfiguration.