Last updated: May 5th, 2023
Welcome to Infusion Peak Hosting's Service Level Agreement. Please read these terms carefully before using our services.
Stormnet Hosting LTD t/a Infusion Peak Hosting guarantees an uptime of 99.9% across all services. In the event Stormnet Hosting LTD t/a Infusion Peak Hosting fails to uphold the 99.9% uptime guarantee (as determined by objective server-side monitoring and network logs, subject to reasonable verification) excluding the factors set out below, then credit will be distributed provided that the proper procedure is followed. All SLA claims will be investigated and considered in accordance with this Agreement and the requirements of the Unfair Contract Terms Act 1977.
Stormnet Hosting LTD t/a Infusion Peak Hosting guarantees an uptime of 99.9% across all services, including network connectivity. Powered by market-leading Juniper & Cisco equipment, our infrastructure has redundancy at every level. In the event the 99.9% uptime guarantee for network connectivity is not fulfilled, a credit can be requested.
Network connectivity is defined as the ability to:
3,1) enable or facilitate phone calls or other means of communication or data transmission;
3,2) provide a connection to the internet;
3,3) provide colocation services.
Stormnet Hosting LTD t/a Infusion Peak Hosting guarantees an uptime of 99.9% across all services, including power. In the event the 99.9% uptime guarantee for power is not fulfilled, a credit can be requested.
The following are exclusions from the Stormnet Hosting LTD t/a Infusion Peak Hosting Service Level Agreement and do not qualify for credit to be awarded:
5,1) periodic scheduled maintenance or repairs we may undertake from time to time that are announced more than three (3) days in advance;
5,2) interruptions caused by you or your activities;
5,3) outages that do not affect core service functionality;
5,4) outages related to the reliability of certain programming environments;
5,5) downtime caused by a reseller of our services;
5,6) a Client in bad standing with Stormnet Hosting LTD t/a Infusion Peak Hosting (including suspended services, unpaid invoices past due dates, or abuse);
5,7) cancellation requests created before, during, or after the downtime.
The following procedure must be followed in order to claim SLA credit. If you feel entitled to SLA credit as outlined above, please follow the procedures below:
6,1) open a support ticket with the Customer Relations team through the client area within forty-eight (48) hours of the downtime being resolved;
6,2) list the service(s) affected, the outage time, and the total affected outage period;
6,3) and provide any other necessary information to assist with administering the SLA credit.
SLA credit will be administered to client area accounts. SLA credit will not apply directly to services. SLA credit can be used to purchase new services or pay for invoices on current services. The service credits provided under this Agreement are without prejudice to, and do not limit or exclude, any statutory rights or remedies available to consumers under the Consumer Rights Act 2015. SLA credits will be distributed as follows:
6,4) a 5% credit will be given for every thirty (30) minutes of downtime where power or network connectivity is the root cause of the downtime, not exceeding the cost of one (1) month of service;
6,5) a 5% credit will be given for every additional hour after the twelfth (12th) hour of downtime where hardware failure is the root cause of the downtime, not exceeding the cost of one (1) month of service.
In the event the downtime does not meet the required time of thirty (30) minutes for downtime caused by power or network connectivity, no SLA credit will be awarded. In the event the downtime does not meet the required time of one (1) hour after the initial twelve (12) hour grace period for downtime caused by hardware failure, no SLA credit will be awarded.
Except as expressly provided otherwise in this Agreement, this Agreement does not create any rights in favour of third parties under the Contract (Third Party Rights) (Scotland) Act 2017 to enforce or otherwise invoke any provision of this Agreement.
This Agreement, and any dispute or claim (including non-contractual disputes or claims) arising out of or in connection with it or its subject matter or formation, shall be governed by and construed in accordance with the law of Scotland. The Scottish courts shall have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with this Agreement or its subject matter or formation.
We reserve the right to modify this Agreement or its policies relating to the website or services at any time, effective upon posting of an updated version of this Agreement on the website. When we do, we will post a notification on the main page of our website. Continued use of the website after any such changes shall constitute your consent to such changes.
You acknowledge that you have read this Agreement and agree to all conditions listed. By using the website or its services you agree to be bound by this Agreement. If you do not agree to abide by the terms of this Agreement, you are not authorized to use or access the website and its services.
If you would like to contact us to understand more about this agreement or wish to contact us concerning any matter relating to individual rights and your personal information, you may contact us at anytime. (Email Below)
Email: company@infusionpeakhosting.com
Ross B.
Founder & President, Infusion Peak Hosting
For and on behalf of Stormnet Hosting LTD (t/a Infusion Peak Hosting)