Welcome to FlameHoster, a web hosting service provider. This Service Level Agreement (SLA) outlines the level of service you can expect from us.
- Availability
We guarantee that our network will be available 99.9% of the time in any given month. In the event that we fail to meet this guarantee, we will credit your account with a percentage of your monthly fee as follows:
- For downtime between 0 and 45 minutes, we will credit your account with 5% of your monthly fee.
- For downtime between 45 minutes and 3 hours, we will credit your account with 10% of your monthly fee.
- For downtime between 3 and 24 hours, we will credit your account with 30% of your monthly fee.
- For downtime exceeding 24 hours, we will credit your account with 100% of your monthly fee.
- Support
We provide support 24/7 via email and live chat. Our support team will respond to your inquiries within 24 hours. If we fail to respond within this timeframe, we will credit your account with 5% of your monthly fee.
- Hardware Replacement
We guarantee the replacement of failed hardware components within 4 hours of detection. In the event that we fail to meet this guarantee, we will credit your account with 5% of your monthly fee for each additional hour of delay.
- Credits
All credits will be applied to your account within 30 days of the incident. Credits may be used toward future service fees and cannot be redeemed for cash.
- Exclusions
This SLA does not apply to:
- Downtime resulting from scheduled maintenance or upgrades
- Downtime resulting from your use of our services in violation of our terms and conditions
- Downtime resulting from events outside of our control, such as natural disasters or acts of terrorism.
If you have any questions or concerns about our Service Level Agreement, please contact us at [email protected].