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Falls Technology Group, LLC guarantees a 99.9% network uptime. If in any given month we fail to meet this guarantee a Falls Technology Group client is eligible for a credit on their current hosting account. You must meet the below requirements in order to be eligible for an SLA credit:
Last Updated: April 10th, 2024
You may request that SLA credits be applied to your account for downtime that falls within our Service Level Agreement. The following requirements apply to be eligible for credit to your account. Credits are non-transferrable and cannot be cashed out.
Your account must be in good standing, meaning that there can be no past-due invoices on your account. Free or Reduced-Cost accounts are ineligible for any SLA Credits.
You must submit a ticket through our helpdesk to the accounts department to report the downtime. You can do so from our contact page or using our live chat widget.
All requests must be submitted within 5 days of the reported downtime. Reports submitted outside this window are ineligible for an SLA Credit. We must have record on file.
All requests must contain the ticket # of the original downtime report. You can find this in the acknowledgement email you received when submitted.
SLA Credit will be generated as follows based on your monthly renewal price:
| Uptime Guarantee | SLA Credit |
|---|---|
| 99.90% | Guaranteed |
| 99.80% | 10% |
| 99.70% | 20% |
| 99.60% | 30% |
| 99.50% | 40% |
| 99.40% | 50% |
| 99.30% | 60% |
| 99.20% | 70% |
| 99.10% | 90% |
| 99.00% | 100% |
Falls Technology Group, LLC is not responsible for downtime related to the services listed below and as such will not issue credits for the following:
Scheduled infrastructure and service downtime or planned maintenance listed on our status site.
Interruption of services due to unpaid invoices, abuse notifications, and violations of our Terms of Service
Internet Service Provider or Local Internet Connection Problems.
Customer-Controlled downtime such as incorrect configuration or manual service shutdown.
Acts of Force Majeure
Acts of Terrorism
This Service Level Agreement (SLA) is subject to change at any time at the sole discretion of Falls Technology Group, LLC and will be updated on the website. Any changes made to this SLA will take effect 5 days after it is published.
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