Last updated December 1st, 2017.
We know, we know.
Nobody wants to spend a huge amount of time reading a lengthy legal document that’s so full of jargon that it’s indecipherable. That’s why we’re going to keep things short and sweet.
Our SLA is basically our guarantee that our network will be available for 100% in any calendar month, subject to a few exclusions that are outlined below. When we talk about our network, we’re talking about our enterprise infrastructure which includes (but isn’t limited to) routers, switching, firewalls, cabling, storage servers, backup servers and more.
What does this mean for you? Well, if we fail to meet our end of the agreement, we’ll credit your account with the amount shown below (as a percentage of your monthly hosting fees).
In the unlikely event that you’ve been affected by downtime, you can claim compensation by opening a support ticket within five days of the outage and asking for your account to be credited. Our administrative team will check the ticket and cross-check your report against our monitoring system.
We do everything we can to make sure that your site stays online, but there are a few things that we can’t be held responsible for - and which are therefore not covered by our SLA. In particular, Fasteurohosting is not responsible for any outages that are beyond our control. Our SLA accountability excludes any periods in which the outage originates from or is indirectly caused or affected by:
Please note that we reserve the right to suspend the services of any client that causes a drop in the overall quality of the Fasteurohosting network. This is a necessary precaution to make sure that we can continue to offer the best possible service to our customers. Clients can be re-connected to the network once we’ve determined that the reconnection won’t affect other Fasteurohosting customers, but the period of downtime in between will not be covered by the SLA.
We hope that this clears things up, but if you’re still not sure then feel free to reach out to our customer success team. We’ll be more than happy to help!