Service Level Agreement

This Website Availability Service Level Agreement (SLA) applies to you if you have ordered any hosting plan (“service”) and your account is in good financial standing with efuzone.

Service Level: efuzone commits to providing network connectivity via HTTP access 99.5% of the time (“web site availability”).

In the event that there is no website availability for more than 4 hours, efuzone will credit the monthly service charge for the affected service as calculated below. The maximum credit will not exceed the monthly service charge for that month:

How to Request a Credit

To receive a credit, you must request it within seven (7) business days after you experienced unavailability. You must request credit by sending a request to our Billing Department via our helpdesk or email.

Credit to your account shall be your sole and exclusive remedy for website unavailability.

Credits will not be provided if you experience a lack of website availability resulting from:

• Scheduled Maintenance.
• Your behavior or the failure of your equipment, programs, or applications.
• Circumstances beyond efuzone’s reasonable control, including DDoS attacks, war, fire, or failure of third-party services (like DNS propagation).

Important Limitation

Online problems occur continuously. If you cannot access your website due to your ISP experiencing technical difficulties or a routing problem, we cannot bear the responsibility. Our service’s uptime is determined by our monitoring agents, and not any one client’s personal experience.

The term “Unlimited Usage” applies only to shared hosting accounts and is subject to our Fair Usage Policy.

All our unlimited hosting packages are on a fair usage policy. If the customer wishes to use more space than the designated limit, they must contact us through support.

We monitor customers for high consumption of system resources (RAM, CPU, etc.). If high usage is detected, we will send advice for an account upgrade (e.g., to a VPS). If the customer continues to use high resources without discussing an upgrade, we reserve the right to suspend the activity.

Hardware replacement will occur within 1-8 hours of the reported problem.

Credit: efuzone will refund 5% of the monthly fee for every additional 8 hours of downtime beyond the initial 8 hours (up to 100% of the monthly fee).

To request an SLA hardware violation credit, you must contact our Sales Department via our helpdesk or email [email protected] within 10 days of the reported violation.

Note: Hardware SLA violations do not cover network violation.