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Head Office:
Kingston
40-42 1/2 Beechwood Avenue,
Kingston 5,
Jamaica, W.I.

Phone:
876-926-7655

Email:
userhelp@jamaicaobserver.com
subscriptions@jamaicaobserver.com

ABOUT SSL CERTIFICATES

ePaper Service Level Agreement

Our Service Level Agreement (SLA) provides information on the customer support levels that you can expect when you subscribe to our ePaper service. We place great emphasis on the quality of our service and feel that our SLA reinforces our commitment. Additional information relating to our service levels can be found in our Terms and Conditions and our Privacy Policy

Website Access and ePaper Publishing and Availability

The Jamaica Observer Limited’s (hereinafter called JOL) guarantees 99% website availability for all HTTP and HTTPS requests to our website per calendar month (based on a 24 hour day and a 30 day month).
The ePaper site will be updated each day with the digital edition of that day’s print publication, no later than 9am Eastern Standard Time (No DST).

Upon receiving authorization and confirmation of payment for subscription to the ePaper, activation information will be sent to the email address along with an electronic receipt.

We aim to provide this information promptly but we do not promise that delivery or access will happen immediately nor are we liable for any problems, delays or losses in respect of delivery or access arising out of any cause beyond our control.
Without limitation, we shall not be responsible for any problem you may experience with the ePaper due to the act or fault of any telecommunications provider, internet service provider and/or technology supplier; systems maintenance (we shall try to keep this to a minimum and outside of peak hours, wherever reasonably possible and we will attempt to notify our online users); any incompatibility or technical fault in respect of your computer hardware software and/or systems; your registration details are inaccurate or out-of-date; your email in-box is full; you are not following any instructions we give you for using the site or accessing the ePaper; or any other circumstance where we send you or grant you access but you are unable to receive it through no fault of our own.

If these service levels are not upheld then the subscriber’s account will be credited with an additional day’s worth of access to the ePaper service. In all instances the subscriber will be notified of this adjustment to their subscription period.
In the event that this does not occur automatically, then the subscriber is entitled to contact JOL at userhelp@jamaicaobserver.com to report the problem for resolution.

Subscribers shall not receive any credit under this SLA in connection with any failure or deficiency of the Web Site and ePaper Availability caused by or associated with:

  • Circumstances beyond JOL’s reasonable control, including, without limitation, acts of any governmental body, war, insurrection, sabotage, armed conflict, embargo, fire, flood, strike or other labor disturbance, unavailability of or interruption or delay in telecommunications or third party services, virus attacks or hackers, failure of third party software (including, without limitation, ecommerce software or payment gateways) or inability to obtain materials, supplies, or power used in or equipment needed for provision of this SLA;
  • Scheduled maintenance and emergency maintenance and upgrades;
  • Domain Name Service issues outside the direct control of JOL;
  • Customer's acts or omissions (or acts or omissions of others engaged or authorized by customer), including, without limitation, custom scripting or coding (e.g., CGI, Perl, HTML, ASP, etc), any negligence, willful misconduct, or use of the Services in breach of JOL's Terms and Conditions;
  • Outages elsewhere on the Internet that hinder access to your account. JOL is not responsible for browser or DNS caching that may make your site appear inaccessible when others can still access it. JOL will guarantee only those areas considered under the control of JOL: JOL server links to the Internet, JOL's routers, and JOL's servers.

We reserve the right to permanently withdraw any online service, in which event you will be entitled to a refund of any fees already paid by you to the extent that the fees relate to use of the online service following the withdrawal date.

Browser Compatibility

The ePaper service should be fully compatible with the latest versions of all leading browsers on the Windows and Mac OS platforms.
Some earlier versions of popular browsers will work, however for the best experience it is advised that you update to the latest version of your browser.

The ePaper has been tested and approved for the following browsers:

  • Internet Explorer 6+, Internet Explorer 5 on a Mac will also work but is becoming increasing non-compliant with the latest web standards.
  • Netscape 7+
  • Mozilla (Any current version)
  • Firefox
  • Safari

To check your browser version, go to the help menu on your browser’s toolbar and click on the ‘About’ option. This should open a window with information on your browser type and version.

Customer Support

ePaper subscribers may report any problems with the service through the customer Feedback form on the website or send an email to userhelp@jamaicaobserver.com
Subscribers should receive an initial response to their concern, if not a full resolution, within 24 hours of their initial request for help. While we do endeavor to resolve all customer concerns with our initial response, occasionally certain factors prevent this from occurring. In such cases, our customer support staff’s goal is to resolve the issue adequately within 72 hours of the initial request.

Subscription Periods, Cancellations and Refunds

The subscription start date specified during the registration process will be the first day of your subscription for the ePaper. Because we make arrangements for the provision of the ePaper on receipt of your order, your only right of cancellation (other than in respect of a free trial) is as set out in the Terms and Conditions.

 
© 2014 The JamaicaObserver All rights reserved. Terms and Condition - Privacy - Service Level Agreement