we understand that a dependable hosting infrastructure is crucial for your success. That's why we're proud to present our Service Level Agreement (SLA) as part of your partnership with FusionTier hosting services. This document outlines our shared responsibilities and rights, ensuring clarity and transparency in the unlikely event that we fall short of the standards outlined below. Your peace of mind is our priority, and we commit to adhering strictly to this SLA regarding network availability.
100% Network Availability
We pledge that our network will be available 100% of the time during any given month, except during scheduled or emergency maintenance. Our infrastructure encompasses all essential components, including FusionTier's switches, routers, and cabling (collectively referred to as "the Network").
But what happens if there's an unexpected outage? In such cases, you can rest assured knowing that we have your back! For every uninterrupted 30 minutes of downtime, we will credit you 5% of your monthly fee up to a maximum equivalent to one full month's payment. This credit will be applied directly to your next invoice for the affected hosting account. Please note that credits cannot exceed the amount paid for one month of hosting service nor can they be transferred to another account.
Understanding Exclusions
While we strive for excellence in service delivery, it's important to acknowledge that certain events may lie beyond our reasonable control. These include but are not limited to acts of God, terrorism, denial-of-service (DOS) attacks, software bugs, hardware failures, hacking attempts, global internet outages, supply shortages, customer-related issues, upstream provider problems, or any other circumstances outside our direct influence.
Claiming Your Credit
To take advantage of this SLA and claim your credit in case of an outage, please notify us within 5 days from when the incident begins. Simply open a ticket with our billing department through the client portal. Remember: compliance with all contracts between you and FusionTier is essential; ensure you're current on all fees at both the time of the incident and when applying for your credit. When submitting your claim, please provide detailed information including a description of the event, duration of downtime, and any steps taken toward resolution. Be aware that making false or repetitive claims violates our Acceptable Use Policy (AUP).
In conclusion, at FusionTier we are dedicated to providing exceptional service while maintaining clear communication with our valued customers. If you have questions about this SLA or need assistance navigating potential outages effectively-don't hesitate! Reach out today and let us support you in achieving seamless online operations!
