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Service Level Agreement Print E-mail

Network Uptime Service Level Agreement
Flatfilehost Hosting guarantees network uptime to be 100%. This guarantee assures that all major routing devices within our network are reachable from the global internet 100% of the time.

Network SLA Exclusions
Many possible situations are completely beyond the control of Flatfilehost Hosting, and therefore are not in the scope of this SLA. These situations include:

  • Scheduled Network Maintenance - occasionally network maintenance will be required. Flatfilehost Hosting will do everything possible to minimize and avoid downtime during this maintenance. You will receive prior notification of upcoming maintenance on our forums and in the News area of your control panel. Scheduled maintenance periods are not eligible for SLA credits.
  • Hardware Maintenance - on rare occasions, the hardware in our servers may need maintenance or replacement. Flatfilehost Hosting will do everything possible to minimize any downtime in these situations per our hardware replacement SLA. Any downtime incurred as a result of this maintenance will not be counted towards our network SLA.
  • Software Maintenance - an important part of managing our servers is keeping the software up to date. Occasional software updates will be required to address security or performance issues. Usually you will experience little or no downtime in these situations, but we cannot guarantee a specific amount of time in all situations.
  • Malicious Attacks - if a third party not associated with Flatfilehost Hosting initiates a "Denial of Service" or other form of disabling attack against your website, our servers, or major portions of our network, Flatfilehost Hosting will do everything in its power to stop the attack, but cannot guarantee a resolution time.
  • cPanel Issues - Cpanel requires regular software updates. On occasion, one of these updates could adversely affect all or part of the cPanel related software. Flatfilehost Hosting will do whatever is necessary to fix any cPanel related problems, but cannot guarantee a resolution time.

Network SLA Remedy
In the event that Flatfilehost Hosting does not meet this SLA, Web Hosting clients will become eligible to request compensation for downtime. If Flatfilehost Hosting is or is not directly responsible for causing the downtime, the customer will receive a credit for 10 times ( 1,000% ) the actual amount of downtime. This means that if your server is unreachable for 1 hour (beyond the 0.0% allowed), you will receive 10 hours of credit.

All requests for compensation must be received within 5 business days of the incident in question. The amount of compensation may not exceed the customer's monthly recurring charge. This SLA does not apply for any month that the customer has been in breach of Flatfilehost Hosting Terms of Service or if the account is in default of payment.

How to Report a Problem
There are a number of ways to reach us.  Please review HOW TO GET SUPPORT.

Last Updated ( Saturday, 13 December 2008 14:59 )