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Performance Guarantee
Neuvision Inc. is committed
to providing a reliable, high quality network to support our customers
worldwide. Delivering consistent access to your data is a high
priority for us and is part of the reason we offer a Performance
Guarantee.
Our guarantee comes in the form of a credit that is
available to eligible customers in the event of network outage* that
is
- Due to a cause within a Neuvision Inc. Advanced Hosting Datacenter AND
- Exceeds 60 contiguous minutes.
Eligible customers may request one rebate of one
full week of credit for Internet services in the event they experience
an outage of the type mentioned above. The maximum credit is $1,000.00
per month, and this offer is limited to once a calendar month. Please
read below for complete details.
*Customer's specific server hardware failure does
not apply in this situation. See "network outage" definition below for
specifics.
Definitions:
Neuvision Inc. Advanced
Hosting Network - the Neuvision Inc. provided telecommunications network which is
comprised of
- all equipment within each Neuvision Inc. Point of Presence,
- all wiring within each Neuvision Inc. POP and all telephone circuits between Neuvision Inc. POPs.
The Neuvision Inc. Network
does NOT include:
- equipment located on the customer premise whether
or not provided by Neuvision Inc.
- telephone circuits between a POP and the customer
location
- any networks or network equipment not owned or
controlled by Neuvision Inc..
60 contiguous minutes -
an unbroken sequence of 60 minutes of network outage.
One rebate - a network
outage of 60 contiguous minutes or longer entitles the eligible
customer to one rebate of one full week of credit on Internet
services, not to exceed $1,000.
Eligible customer - any
customer who has purchased Internet service and has a valid Neuvision Inc. Dedicated Server sales agreement. In
addition, an account must be up to date on all payments and in
compliance with all of the contract terms.
Network outage - an
outage in which the customer is unable to connect to any site from the
customer's location but does NOT include:
- planned outages
- partial outages of less than 60 contiguous
minutes
- 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 failure.
One full week credit -
a credit of seven (7) days based on a thirty (30) day month, of the
Internet access service fees at the customer's current monthly rate,
exclusive of pass-through circuit costs and value-added services such
as but not limited to labor, taxes, or local loops.
Service Credit Request Process:
All claims under this policy must be submitted as follows: (incomplete
requests will be returned):
- Request made by e-mail to
info@neuvisioninc.com
within 48 hours after the event which caused the network outage
- Include applicable server identification code
- Customer Number (listed on your invoices)
- Organization name as listed on invoice
- Date and approximate beginning/end time of outage
(specify time zone)
- Server ID(s) affected that are eligible for
credit
Claim Review Process:
All claims must be submitted via e-mail to
info@neuvisioninc.com.
Claims will be acknowledged within two business days and reviewed
within 10 business days of receipt. Upon coming to a decision, the
Customer will be notified 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
Neuvision Inc. shall use reasonable efforts
to notify YOU of any planned changes to the Neuvision Inc. network or facilities that affect the Services
provided herein.
To learn more about how we can help you use the
Internet to your full benefit, contact us via the technology of your
choice:
Neuvision
Inc.
8 Bluffview Dr.
Belleair, Florida 33756
Local: 727-230-0123
Fax: 727-489-9313
Email: info@neuvisioninc.com |