A Better OutlookSM guarantees 99.9% Exchange Server availability. This guaranty is calculated on a monthly basis, and applies 24 hours per day, 365 days a year, except as noted below.
Exchange Server Availability is defined as the ability of a user on your Exchange account to (a) access and retrieve information from the Exchange server, and (b) send and receive messages via the Exchange server, provided that your hosting account is active and enabled. Rarely, the system may be functioning in some areas and not functioning in others (e.g., the email function may be available but data in Public Folders may be unavailable). This time of diminished functioning is not considered downtime and is excluded from the calculations.
The following conditions are specifically excluded from the calculation of system availability:
A Better OutlookSM calculates uptime as a percentage of the time during a month (30 days X 24 hours X 60 minutes) that the system is available, excluding the conditions above.
For subscribers within a single organization for each month in which the Exchange Server Availability is below an average of 99.9% as calculated above, A Better OutlookSM will reduce the amounts due and payable to it relating to such application service by 5%. For every additional 1% loss of Exchange Server Availability below 99.9% average availability during the same calendar month, A Better OutlookSM will further reduce the amounts due and payable to it relating to such application service by another 5% of the original price charged to Subscriber. The maximum credit for downtime will be 25%.
Note: Because of the architecture that A Better OutlookSM has created to provide the Service, users within Subscriber may be spread across separate and distinct servers. In the case where one server suffers downtime exceeding the service level guarantees, Subscriber will be compensated only for those users with accounts on the non-complying server.