Service Level Agreement

Network & Power Uptime Service Level Agreement

Fusioned guarantees Network and Power Infrastructure up-time to be 99.95% per month. This guarantee assures that all major routing devices within our network are reachable from the global Internet 99.95% of the time. Up-time is broken down into monthly increments. 99.95% up-time per month equates to up to 21 minutes of unplanned downtime per month. (https://en.wikipedia.org/wiki/High_availability). If in any given month we fail to meet this guarantee a Fusioned customer is eligible for a credit on their current hosting account.

Network & Power SLA Conditions

You must meet the below requirements in order to be eligible for an SLA credit:

  • Your account must be in good standing
  • You must submit a ticket through our helpdesk (https://my.fusioned.net/submitticket.php) to the sales/billing department
  • All requests must be submitted within 5 days of the reported downtime
  • All requests must contain a ticket # of the service interruption

Network & Power SLA Credit Calculation

SLA Credit will be generated as follows based on your monthly renewal price:

Uptime Guarantee SLA Credit
99.95% Guaranteed
99.9% 10%
99.8% 20%
99.7% 30%
99.6% 40%
99.5% 50%
99.4% 60%
99.3% 70%
99.2% 80%
99.1% 90%
Less than 99.1% 100%

Network & Power SLA Exclusions

Many possible situations are completely beyond the control of Fusioned, and therefore are not in the scope of this SLA. These situations include:

  • Internal services such as MySQL, Apache, PHP, etc.
  • Scheduled downtime or planned maintenance
  • Customer-controlled downtime
  • Interruption of service due to unpaid invoices, abuse notifications and violations of TOS
  • ISP or local connection problems
  • Acts of Force Majeure

How to Report a Problem

Submit a support ticket from your client account at https://my.fusioned.net/submitticket.php

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