Service Level Agreement

Please Read & Understand Before Using Our Services.

Coverage

This website availability Service Level Agreement (SLA) applies to you if you have ordered any hosting plan (“service”) and you are in good financial standing with eFuZone.

Service Level

eFuZone has network connectivity available by HTTP access in third parties 99.5% of the time (“web site availability”).

Credits

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

95% – 99.4% 25% credit
90% – 94.9% 50% credit
89.9% or below 100% credit

In order for you to receive a credit on your account, you must request such credit within seven (7) business days after you experienced website unavailability so that we may check our stats. You must request credit by sending a request to our billing department via our helpdesk or via email. The message must contain your domain name, the dates and times of the unavailability of your web site, and such other customer identification requested by eFuZone. Credits will usually be applied within sixty (15) days of your credit request. Credit to your account shall be your sole and exclusive remedy in the event that there is no web site availability.

Restrictions

Credits will not be provided to you in the event that you have no web site availability resulting from (i) scheduled maintenance, (ii) your behavior or the performance or failure of your equipment, programs or applications, or (iii) circumstances beyond eFuzone’s reasonable control, including, without limitation, acts of any governmental body, war, insurrection, sabotage, embargo, fire, flood, strike or other labor disturbance, interruption of or delay in transportation, DDoS attacks (distributed denial-of-service), unavailability of interruption or delay in telecommunications or third party services (including DNS propagation), failure of third party software or hardware or inability to obtain raw materials, supplies, or power used in or equipment needed for provision of your Web Site.

Limitations

Online problems occur continuously. There might come a time when you cannot access your website or any other service. This is not necessarily due to eFuZone. Perhaps your ISP is experiencing technical difficulties, or there might be a routing problem between your ISP and the data center utilized and maintained by eFuZone, making communication difficult or impossible. We cannot bear the responsibility of such problems. Our monitoring agents determine the uptime of our service, and not any one client’s experience.

Unlimited Usage

Unlimited usage definitions and policies applies only to reseller and shared hosting accounts.

By taking care of the key resources, we are definitely able to provide consistent, simple pricing to our clients as they grow their businesses/websites. As a result, a normal website may have periods of great popularity resulting an increased storage without experiencing big associated increase in hosting charges.

It is to bring to your notice that all our unlimited hosting packages are on fair usage policy. According to this policy, every customer will get 30GB of space. However, if the customer wishes to use more space, he can contact us through support. We will try our level best to meet the requirements of our valued customers. Customers can care about system resources or RAM processor and while we monitor high resources from customers we will send notification and advices for account upgradation with VPS. If the customer keeps using high resources without having previous talk with us, we will suspend the activity.

Harware Replacement

Hardware replacement will occur within 1-8 hours of the reported problem, eFuZone will refund 5% of the monthly fee per additional 8 hours of down time (up to 100% of customer’s monthly fee). In order to reduce replacement hardware downtime, we keep a certain quantity of pre-built systems on hand to swap out hard disks so that your server can be back up in the shortest amount of time. For hard disk failures, we keep pre-installed drives with our standard partitioning for immediate deployment. In order to request an SLA hardware violation credit, you must within 10 days of reported violation, contact our sales department via our helpdesk or via emailing billing@efuzone.com This e-mail address is being protected from spambots. You need JavaScript enabled to view it. SLA violations will be reviewed by our personnel Monday – Friday 9AM to 5PM GMT. *Hardware SLA violations do not cover network violation*

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