Service Level Agreement

Hardware

In the event of a hardware failure, Infusion Peak Hosting will replace the hardware. We guarantee a replacement within twelve (12) hours of confirmed diagnosis. This time period starts once the failure has been identified, not at the beginning of the downtime period.

We will replace all faulty hardware on dedicated servers at no charge to the client, with an unlimited free replacement policy. This includes parts ordered as upgrades. Infusion Peak Hosting is not liable for hardware failure on any client colocated server.

Network

Infusion Peak Hosting guarantees 99.99% uptime for network connectivity. Our infrastructure uses market-leading Juniper & Cisco equipment with redundancy at every level. If the 99.99% uptime guarantee is not fulfilled, a credit can be requested.

• Enable or facilitate phone calls or other means of communication or data transmission
• Provide a connection to the internet
• Colocation services

Power

Infusion Peak Hosting guarantees 99.99% uptime for power. If this guarantee is not fulfilled, a credit can be requested.

Exclusions

The following are exclusions from the Infusion Peak Hosting SLA and do not qualify for credit:

• Periodic scheduled maintenance or repairs announced more than three (3) days in advance
• Interruptions caused by you or your activities
• Outages that do not affect core service functionality
• Outages related to the reliability of certain programming environments
• Downtime caused by a reseller of our services
• Client in bad standing (suspended services, unpaid invoices, abuse)
• Cancellation requests created before, during, or after the downtime

Claiming SLA Credit

To claim SLA credit, you must:

1. Open a support ticket to the client relations team through the client area within 48 hours of downtime being resolved
2. List the service(s) affected, outage time, and total affected outage period
3. Provide any other necessary information to assist with administering SLA credit

SLA credit will be administered to client area accounts and can be used to purchase new services or pay for invoices. SLA credits will be distributed as follows:

• 5% credit for every 30 minutes of downtime (power or network) up to one month of service
• 5% credit for every additional hour after the 12th hour of downtime (hardware failure) up to one month of service

No SLA credit is awarded if downtime does not meet the required minimums.

Changes and Amendments

We reserve the right to modify this Agreement or its policies at any time, effective upon posting an updated version on the website. When we do, we will post a notification on our website, Discord, and email you. Continued use of the website after any such changes constitutes your consent to such changes.

Acceptance of This Agreement

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.

How can you contact us about this policy?

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 email management at [email protected]