Service Level Agreement
This policy governs iFuseHosting's agreement with clients about
the level of service they receive.
This document is not exhaustive, and iFuseHosting reserves the right to add, amend, delete, change or otherwise edit its terms without prior notice to existing or potential users.
Complaints regarding any user's abuse or violation of this policy should be sent to abuse@ifusehosting.com, or using the online contact form.
This document was last updated on 23rd February 2009.
99.9% NETWORK UPTIME GUARANTEE
In the event that an iFuseHosting premium service is not available for any period greater than 0.1% of any calendar month, one day’s service will credited per two hours that the service is unavailable. This is subject to a maximum free service of 7 days per calendar month.
RESPONSE TIMES IN SUPPORT
Standard
iFuseHosting will respond to a ticket within six hours. Failure to do so will result in one day’s service credit being credited to the customer, subject to a maximum of 7 per calendar month. Live Chat is not guaranteed to be available 24 hours per day, nor is any other form of live communication. Telephone support is available between 9 AM and 6 PM GMT, Monday to Saturday but is not guaranteed.
Extended
In the case of an extended SLA being purchased by a
client or offered as part of the service, for example fully-managed
virtual private servers and fully-managed dedicated servers, iFuseHosting
will respond to tickets within one hour. Failure for the company to do so
will result in 50% of that month’s management service cost being refunded,
subject to a maximum of one occurrence per calendar month.
Live
Chat, alongside other forms of live communication, once again is not
guaranteed to be 24 hours, but will be available for at least 12 hours per
day. Telephone support is guaranteed between the hours of 9 AM and 6 PM
GMT Monday to Saturday on a two-hour ring-back promise.
LATENCY OVER THE INTERNET
iFuseHosting guarantees that the average latency per month over the Internet in the United Kingdom and continental Europe will be equal to or less than 40ms. In the continental United States of America, latency will be on average equal to or less than 130ms.
Should our latency average less than this on a monthly basis, 5% of your bill will be credited to your next invoice (on request).
PACKET LOSS OVER THE INTERNET
iFuseHosting guarantees that packet loss will not exceed 0.01%. If packet loss exceeds 0.01%, 5% of your bill will be credited in the next invoice (on request).
EXCEPTIONS
Customers will not receive any credits under this
SLA whereby the SLA is not upheld due to situations outside
iFuseHosting’s immediate control. This includes but is not limited to
acts of governmental agencies or bodies, or agents of the
aforementioned, sabotage, fire, flood, act of god, strike, labour
disturbance, embargo, DNS issues delay in transportation and power
outage. In addition, any issue caused directly by the client is not
admissible.
Failure caused by scheduled downtime or updates is
not covered.
CLAIMS
In order to claim under this Service Level Agreement, a claim should be submitted to iFuseHosting within 30 days of the situation first occurring.