Service Level Agreement (SLA)
FlexiHost will provide a minimum 99.9% uninterrupted transit to the Internet (as measured on a monthly basis) as well as 99.9% uninterrupted electricity. Should transit to the Internet or electricity become unavailable for a cumulative period up to 5 minutes beyond the 99.9% minimum in any month of service, the client can receive a credit equivalent to 5% of the client's Recurring Monthly Fees for that month for every additional 5 minutes the network or power is unavailable.
All credit calculations will be based on unavailability in 5 minute increments. The above agreement does not cover outages caused by equipment and/or events under the control of the client. This includes downtime due to account transfers or client error. This Service Level Agreement does not cover outages due to scheduled or emergency network, equipment and/or facility maintenance, which will be broadcast to all customers when possible in advance via email.
FlexiHost will do its best to make hardware replacements on all dedicated and colocated systems, but cannot make any guarantees in regards to colocated equipment. All attempts will be made to get the system diagnosed and operational within 24 hours. There are no additional fees for hardware replacement in dedicated systems, but colocated customers may incur additional fees for hardware replacement services.
Any and all credits to the client will not exceed 100% of the client's Recurring Monthly Fees for the month in which the credit is paid. All credits must be requested within 30 days of the incident.
To request a credit email firstname.lastname@example.org with your account name along with the time of and time span of the outage.
FlexiHost will maintain its network in such a manner as to provide to all customers the best possible performance to the Internet.
FlexiHost will only issue a credit to your account if it is in good standing, with no overdue invoices on your account. If you have outstanding invoices, then the SLA does not apply to your account, as you have not paid for the services recieved.
Most people find it best to setup an automatic payment to our account to make sure that your account remains current all the time.