Coverage
This web site availability Service Level Agreement (SLA) applies to you if Hostfury.net, LLC (hereafter referred to Hostfury.net, we, us or our) is providing Service to you and your account is in good standing. Terms not defined in this SLA have the meaning given to them in your agreement with Hostfury.net.
Service Level
Hostfury.net endeavors to have network connectivity available by http access by third parties 99% of the time (Web Site Availability).
Credits
In the event that there is no Web Site Availability, Hostfury.net will credit your account with the monthly Fee for the Service as calculated below and as measured 24 hours a day in a calendar month. You may request a 10% credit based on the amount due for a given month, if your Web Site Availability falls below 99% uptime.
In order for you to receive a credit, you must request the credit within seven business days after you experienced Web Site Unavailability. Web Site Unavailability means: your web site is not responding to http requests, or unavailable via the http protocol. You request credit by sending a request to our billing department through our ticket system or emailing support@hostfury.net. The message must originate from the primary email we have in our records for you, and contain your domain name, the dates and times of the unavailability of your web site, and any other customer identification requested by Hostfury.net. Credits will typically be applied to your account within sixty days of your credit request. This credit is your sole and exclusive remedy for our failure to meet the Web Site Availability SLA. The statistics generated by our internal monitoring services are the final determination of the uptime of our service, and not any one client's experience.
Restrictions
Credits will not be provided to you in the event that you have no Web Site Availability because of: (i) scheduled maintenance, (ii) your behavior or the performance or failure of your equipment, programs or applications, or (iii) circumstances beyond Hostfury.net's reasonable control, including, without limitation, acts of any governmental body, war, insurrection, sabotage, embargo, fire, flood, strike or other labor disturbance, interruption of or delay in transportation, DDoS attacks (distributed denial-of-service), unavailability of interruption or delay in telecommunications or third party services (including DNS propagation), failure of third party software or hardware or inability to obtain raw materials, supplies, or power used in or equipment needed for the Services.
Shared Hosting Backups
For its own disaster recovery purposes, Hostfury.net performs daily and/or weekly backups on all of our shared servers to ensure that OS level files are never lost. Because these backups are designed for our own use, should you request a restore, as set out in the next paragraph, we do not warrant or guarantee that any data will be available to you.
Backup services are not failsafe. As a result, it is critical that you always have additional backups for redundancy. If you request a restore for a data loss due to an error beyond our control, you may be charged a one-time fee of $15.00. If your account or data is lost due to hardware failure, we will restore your files at no additional charge. We cannot ensure 100% recovery, but we will make commercially reasonable efforts to capture data that is made available to our software. The modest charge for backup restoration provides a measure of security for you and compensates us for the time it takes to restore your files. When we restore data, it is only a bare metal restore. You are responsible for formatting.
The following terms and conditions of this SLA apply to all clients who purchase Managed Hosting from us.
Response Time SLA
All customers with a managed service level are covered by our two hour initial response time guarantee, Monday-Friday 9am-5pm CST. Monthly uptime is based on a 30-day month, or 720 hours per month. This guarantee covers all requests that are submitted through a trouble ticket to our support department either through our help desk system or the customer’s portal (support@hostfury.net). Hostfury.net's support department will respond to all properly submitted requests within the response times set out below. In the event that Hostfury.net fails to respond to any properly submitted request within the response times provided below, Customer shall be entitled to receive a Fee credit of 5% of the Customer’s Fee amount due, per incident in a given month, up to a maximum 100% of monthly Fee payable by Customer. This guarantee means that all initial support requests will be responded to within two hours (Monday-Friday 9am-5pm CST), but does not mean that the issue will be resolved within that time. This guarantee does not include response times during a network outage or an issue which may affect the network infrastructure. The credit will be applied to the invoice subsequent to the report and verification of the incident. You must request the service credit within seven business days from the incident in which the response time was not met. The message must originate from the primary email we have in our records for you, and contain your domain name, the dates and times of the unavailability of your web site, and any other customer identification requested by Hostfury.net. The ticket must include Customer's account information, and the ticket number in which the response time was not met by Hostfury.net's support department and/or the dates and times that the incident(s) occurred. The request will be reviewed by a member of Hostfury.net's staff to make sure the request is valid, and you will receive notification of a service credit approval or denial.