Service Level Agreement

Bell Online Ltd offers a 100% uptime guarantee to all customers on our premium network services - this includes Shoutcast (where premium bandwidth is specified) and content delivery. Our servers are monitored by Hyperspin 24 hours a day at 5 minute intervals.

In the unlikely event of uptime falling below 100% in any one full calendar month, Bell Online Ltd will credit the customers account upon request as follows:

99 - 99.999% - 5% of monthly fee credited
95 - 98.999% - 10% of monthly fee credited
90 - 94.999% - 20% of monthly fee credited
89.999% or below - 30% of monthly fee credited

See our Status site for live uptime statistics and server status. If you are unsure about which server your stream is located on, then please open a support ticket. The server uptime shown on the servers page is controlled by Hyperspin and we have no control over the figures shown, at the bottom of the page there is a link to the Hyperspin website.

Any refunds under the service level agreement will be credited to your Bell Online Ltd user account and may be put towards any outstanding or future invoices. To request a refund under the service level agreement, please open email SLA@BellOnline.co.uk. Customers are only entitled to a refund if the server that they are hosted on falls below 100% uptime in a given month - this does not apply if the Bell Online Ltd website, control panel or billing system are down. All servers are monitored by pinging the server every 5 minutes.

Bell Online Ltd is not responsible for, and therefore this SLA does not apply to service outages caused by equipment not operated by Bell Online Ltd including but not limited to Internet NAP failures, DOS Attacks, backbone failures, routing problems or any issues outside of our network. The agreement does not cover planned maintenance or where Bell Online Ltd has given customers prior notice. It is the customer's responsibility to keep up to date with service announcements by checking the Status site and/or signing up for the mailing list.

The SLA covers the streaming service itself and not any extras that are included, such as flash players, statistics pages, hosted javascripts and control panels.

Requests must be made in the first 5 days of the month succeeding the month of the outage.

This SLA does not apply to customers on the value networks or customers signed up or services purchased using special or reduced rate offers. Only customers paying the full price as listed on the website are entitled to claim for compensation.