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FMEOS PK commits to 99% network connectivity availability via HTTP access on all dedicated server plans.
| Monthly uptime | Service credit |
|---|---|
| 95% – 99% | 10% credit |
| 89% – 94.99% | 25% credit |
| 81% – 88.9% | 80% credit |
| 80% or below | 100% credit |
The Service Level Agreement published below here is applicable to all dedicated server customers.
A Client’s application/eligibility for performance credits or refunds will be determinable based on FMEOS and its Dedicated Server Partner in-house monitoring system statistics. The customer would have to abide by it and accept the integrity of all such statistics.
All services and support provided to any dedicated server under the customer’s possession, hold or lease; would be conditional to the access levels and connectivity which the technical support team holds over them. For servers where the technical support team is unable to establish connectivity or in the event of administrator access being hampered as a consequence of the installation of software including (but not limited to) software firewalls, access limiting processes and algorithms or any such software/hardware;
FMEOS cannot be held responsible to render managed services or technical support or any other form of help for such servers.
In the eventuality or circumstances where standard and mandatory service, support, and monitoring have not been performed owing to disruptions outside the fair control of FMEOS, it is not bound to offer any credit/refund/compensation to customers. Events and situations which are classified as outside of FMEOS include (but is not limited to):-
However, FMEOS would take every reasonable and feasible effort to extenuate the loss or damage which develops as a result of such occurrences. At no time would FMEOS or its affiliates be responsible for any cost, liability, claim or damages (financial and otherwise) resulting out of the above mentioned circumstances.
FMEOS endeavours to have network connectivity available by http access by third parties 99% of the time (Service Availability).
Should we breach this SLA, you will be entitled to claim for credit. We will apply the below credit to your account for any successful claims. Our SLA is simple:
| Uptime | Monthly Credit |
|---|---|
| 99% SLA Uptime | — |
| 95% to 99% | 10% |
| 89% to 94.99% | 25% |
| 81% to 88.9% | 80% |
| 80% or below | 100% |
( monthly credit of the server affected )
This means that: if performance does not meet this commitment then will offer credit as follows:
In order for you to receive a credit, you must request the credit within two business days after you experienced website Unavailability. Website Unavailability means: your website (server) is not responding to http requests, or is unavailable via the HTTP protocol. You request credit by sending a request to our billing department through the client area. The message must contain your domain name, the dates and times of the unavailability of your website, and any other customer identification requested by FMEOS. Credits will typically be applied to your account within sixty days of your credit request. This credit is your sole and exclusive remedy for our failure to meet the Service Availability SLA. The statistics generated by our internal monitoring services are the final determination of the uptime of our service and not any one client’s experience.
FMEOS does not restore your data to the server and is not responsible for loss of your data. We strongly recommend that you purchase backup options for your server, and keep copies of your data off-site with you for emergency purposes. If hardware failure and data loss occur, you the client, are responsible for data restoration. FMEOS shall not be liable for loss of data under any circumstance.
Hardware replacement will occur within 1-24 hours after diagnostics.
In addition to basic support services, our support teams provide around-the-clock technical expertise and management experience to deliver reliable high-performance hosting solutions. Advanced support includes many tasks not included with our standard free support, including (but not limited to):
Get in touch and we’ll walk you through the details.