99.99% Uptime Guarantee
Our dedicated server network backbone consists of multiple redundant internet connections and components. This means we are confident enough to guarantee 99.99% network availability. This excludes any scheduled maintenance. Network availability is measured by our internal monitoring systems. We aim to fix any network issues & hardware failures within 4 hours. In the unlikely event we fail to meet this promise, you can claim credit equivalent to one day's service for every hour that your dedicated server is unavailable after the initial 4 hour period, up to a total of 30 days.
Network and Server Outages or Unscheduled Downtime:
Network or Server Outages or Unscheduled Downtime is any unplanned or unscheduled interruption in Service availability during which the Client is unable to access the services as described in the section titled "Server Uptime" above. A Network or Server Outage is defined as a period in which 100% packet loss to our network is experienced, which is determined to have been caused by a problem in ForuneHost's Network as confirmed by FortuneHost Web Hosting. Downtime or outages are measured as the total length of time of the unplanned interruption in service availability in a calendar month.
Downtime occurring due to natural disasters or DDoS attacks against the network do not count towards the SLA calculations.
Scheduled Downtime :
Scheduled Downtime is any FortuneHost’s scheduled interruption of Services, for the purpose of network and server upgrades, or replacement of any equipment in order to provide for you better service. Scheduled downtime occurs during notified downtime periods, with as much advance warning as possible; although in emergency situations with little advance warning may be given.
CREDIT REQUEST AND PAYMENT PROCEDURES:
In order to receive a credit, customer must make a request therefor by submitting a support ticket. Each request in connection with this SLA must include customer's account number (per FortuneHost's invoice) and the dates and times of the unavailability of customer's Web site and must be received by FortuneHost within ten (10) business days after customer's Web Site was not available. If the unavailability is confirmed by FortuneHost, credits will be applied within two billing cycles after FortuneHost's receipt of customer's credit request.
Credits are not refundable and can be used only towards future billing charges.
Notwithstanding anything to the contrary herein, the total amount credited to customer in a particular month under this SLA shall not exceed the total hosting fee paid by customer for such month for the affected Services. Credits are exclusive of any applicable VAT charged to customer or collected by FortuneHost and are customer's sole and exclusive remedy with respect to any failure or deficiency in the Network Availability of customer's Web site.
Performance Credit Exclusions:
This SLA does not cover Service Downtime caused by problems in the following:
Client's local area network.
Client-provided Internet connectivity or end-user software.
Entities inside Client's internal network including, but not limited to, firewall configuration and bandwidth shaping, local area workstations, or other servers, equipment, and software that have a potential bearing on the local networking environment.
Any predetermined Scheduled Service Downtime.
Any problems beyond the immediate FortuneHost LTD. network segment.
Downtime or interruption to service as a result of a DoS or DDoS Attack, SYN, Port Flood, SQL Injection or similar.
Any interruptions, delays or failures caused by Client or Client's employees, agents, or subcontractors, such as, but not limited to, the following:
Non-compliant use of any software installed on the server.
Client initiated server over-utilization.
Any problems related to attacks on the machine such as hacking, bandwidth-based attacks of any nature, and service or operating system exploits.
Problems associated with Operating System, Software, or Applications.
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