Legal Service Level Agreement

General

• Under no circumstance is pornography permitted. Nudity, adult-oriented e-commerce stores, and similar are allowed if the content is legal in India. Overtures will be the sole arbiter as to what constitutes a violation of this provision.
• Search Engine Optimization (SEO) farms or similar are strictly forbidden on our servers and networks. SEO farms create undue strain and resource abuse on any given server and affect all clients.
• Banner rotation services and link exchange networks are not permitted.
• Off-site media storage is not permitted.
• Operating a public mirror site is not permitted.
• Running a proxy or anonymizer, whether publicly accessible or protected, is not permitted.
• Prime bank or bank debenture-related sites, lottery sites, muds or online RPGs, hate sites, hacker-related sites, sites promoting illegal activity, IP scanner or other hacking tools, mail bombing or spam scripts, or forums and websites that distribute or promote warez content are expressly forbidden.
• Bit torrent applications, trackers, and clients as well as any file-sharing/peer-to-peer activities are forbidden.
• The operation of gaming servers (such as but not limited to Minecraft, Counter-Strike, Half-Life, battlefield1492) are forbidden.
• Web spiders and indexers are not permitted.
• Spamming is not allowed.

A. Hardware Replacement

Overtures guarantees that in the event of any hardware failure, the faulty hardware will be replaced within 6 hours of identifying the problem. In case this guarantee is not met, Overtures will provide a credit of:

• 0% of the first month's invoice amount if the time period of upgradation from being scheduled is less than 6 hours.
• 10% of the first month's invoice amount if the time period of upgradation from being scheduled ranges between 6 to 12 hours.
• 20% of the first month's invoice amount if the time period of upgradation from being scheduled ranges between 12 to 18 hours.
• 30% of the first month's invoice amount if the time period of upgradation from being scheduled ranges between 18 to 24 hours.
• 50% of the first month's invoice amount if the time of upgradation from being scheduled exceeds 24 hours.

B. Network Uptime Service Level Agreement

Overtures guarantees 99% network uptime to customers.

99% Network uptime
may be defined as the availability of the network from the internet across the globe 99% of the time.

Network downtime
may be defined as Overtures's network unavailability (excluding maintenance period) for continuous 15 minutes of time with no internet traffic to the server as verified by the support team at Overtures. Downtime is determined from the time when the affected customer raises a support ticket to the time Overtures considers the problem as resolved.

In an unlikely event of downtime, Overtures will compensate customers as given below:

• If Network Uptime is less than 99.00%, the customer will be provided 5% of the first month's invoice amount
• If Network Uptime is less than 98.5%, the customer will be provided 10% of the first month's invoice amount
• If Network Uptime is less than 98.00%, the customer will be provided 15% of the first month's invoice amount
• If Network Uptime is less than 97.50%, the customer will be provided 20% of the first month's invoice amount
• If Network Uptime is less than 97.00%, the customer will be provided 30% of the first month's invoice amount
• If Network Uptime is less than 96.5%, the customer will be provided 40% of the first month's invoice amount
• If Network Uptime is less than 96.00%, the customer will be provided 50% of the first month's invoice amount
• If Network Uptime is less than 95.50%, the customer will be provided 60% of the first month's invoice amount
• If Network Uptime is less than 95.00%, the customer will be provided 60% of the first month's invoice amount
• If Network Uptime is less than 94.0%, the customer will be provided 100% of the first month's invoice amount

There are a number of situations that are beyond Overtures's control and are therefore not covered in this SLA. These include:

Software Maintenance

In case Overtures is managing your server, then software will be updated occasionally for addressing performance or security issues. We will ensure that you don't experience downtime during this updation process but we may not be able to guarantee this every time and for all situations.

Hardware Maintenance

Overtures will try to reduce any downtime in rare events when your dedicated server hardware needs replacement or maintenance. However, any downtime resulting from such maintenance will not be accounted for in our network SLA.

Network Maintenance

Overtures will promptly notify you of any upcoming maintenance through maintenance announcements. However, it is the responsibility of the customer to stay updated with the latest information by continuously checking Overtures's emails, member panel's announcement section. It is to be noted that these maintenance periods will not be covered under SLA credits.

Web Hosting Panel Issues

In case you experience downtime due to automatic updation of any web hosting panel related software, then Overtures will try to resolve it but is unable to promise a resolution time.

Judicial Proceedings

If some legal action is initiated against a Overtures customer, then Overtures will act according to the law and this SLA will stand void in such case.

Malicious Attacks

In case of any DDoS attck or third party attack against a customer's server or Overtures's network, every possible step will be taken to counter the attack but a resolution time cannot be guaranteed in such cases.