Acceptable Usage Policy

This is the FadconHost Service Level Agreement. We understand the need for high availability to our customers and make every effort to provide services that are consistent with your expectations. The following service levels are designed to assure you of ultimate performance and maximal uptime. Each service level specifies the Service it applies to, the service level that applies, and how service credits are calculated for each service.

FadconHost provides a reactive hosting service for all websites and offers 100% Guaranteed Network Uptime. We do not constantly check the websites we host to ensure they are functioning correctly, as routine use, maintenance, and software updates can affect website functions. It is, therefore, the client’s responsibility to ensure their website is operating as it should. ‘Always on’ and ‘managed hosting services’ support can be provided and quoted on a case-by-case basis.

Power And Service Availability

FadconHost guarantees its power and service will be available 100% of the time in a month. You will get a Service Credit of five per cent (5%) of the Net MRC for each hour (or fraction thereof) of Downtime.

Replacement Guarantee

FadconHost guarantees the functioning of all Hardware and services and will replace or repair any failed component at no cost to you within 1 hour of Team FadconHost’s identification of the failed hardware and services (the “Replacement Guarantee”).

Network Uptime

Due to our extensive network infrastructure, FadconHost can provide its customers with a 100% Network Uptime Guarantee. Suppose any service does not experience 100% uptime in a given month. In that case, FadconHost will credit 5% of the customer’s base monthly service fee for the first hour of downtime and an additional 5% for each hour of downtime, with a maximum of an 80% refund. Any emergency scheduled downtime taken by FadconHost will not apply to this downtime calculation or the credit calculation. This guarantee applies to FadconHost’s network uptime, not hardware, software or services running on a customer’s server. Account credits will be issued when the client makes an SLA credit request. All requests for credits must be made within 3 days of the incident. All credit requests must be made by creating a support ticket at https://store.fadconhost247.com/submitticket.php to the BILLING department.

Exceptions

FadconHost cannot be held liable for server downtime or data loss in any circumstance unless due to direct negligence, including but not limited to the following circumstances:

i) Circumstances beyond FadconHost’s reasonable control, including, without limitation, acts of any governmental body, war, insurrection, sabotage, embargo, fire, flood, unavailability of or interruption or delay in telecommunications or third-party services, failure of third-party software or inability to obtain raw materials, supplies, or power used in or equipment needed for the provision of the
FadconHost SLAs;

ii) Failure to access circuits to the FadconHost, unless such failure is caused solely by FadconHost.

iii) Scheduled maintenance, emergency maintenance, and upgrades. FadconHost reserves up to 1 hour of server unavailability per month for maintenance purposes.

iv) DNS issues outside the direct control of FadconHost.

v) False SLA breaches reported as a result of outages or errors of any FadconHost’s uptime monitoring system.

Net MRC means

Regarding hosting services, the monthly recurring charge for the affected hosting Service for the configuration experiencing the issue excludes any add-on or optional Services that are not included as part of the standard hosting plan but are included as part of such customer’s monthly recurring charge. For Cloud Services, your Net MRC will be based on your previous month’s usage for the affected Service, where applicable or your average usage for the affected Service being pro-rated.

Technical Support

FadconHost provides the customer with fully managed technical support on the setup of the customer’s account on one or more of the FadconHost’s servers, as well as access and other server-related issues to the primary technical contact, free of charge. Our servers are monitored 24 hours per day, 7 days per week, 365 days per year. Support agents are available via Live chat, Support Ticket (Helpdesk System) or E-mail as posted in the support section of the Company’s website. Please send us the full problem description and the customer’s account username. Please do not send multiple messages on the same issue. Email issues must be addressed to the appropriate email account specified in the support section of the Company’s website.

Response times

Unless noted otherwise in a supplementary service level agreement, technical support is provided by FadconHost on a first-come, first-served “best effort” basis. We aim to acknowledge at least if not fully answered, all emails to our advertised support address (support @ fadconhost247.com) within 1 working hour. We aim to answer the phones during working hours, but in times of high demand or staff sickness, we may defer to an answering service where we promise to return all messages as soon as possible.