Service Level Agreement
Network Uptime – 99% SLA
Flamingo Hosting guarantees the network will be available 99% of the time in a given month. If it takes us more than (2) hours to resolve the network issue from the time the trouble ticket is opened, Flamingo Hosting will credit 5% of the monthly usage fee for each additional (1) hour of downtime (up to 100% of customer’s monthly usage fee for the specific Site/Server affected). Network uptime includes functioning of all network infrastructures such as routers, switches, and cabling, but does not include software and services running on your Cloud Server. Network downtime exists when your Cloud Server is unable to transmit and receive data and Flamingo Hosting records such failure in the Flamingo Hosting trouble ticket system. Network downtime is measured from the time a trouble ticket is opened
SLA Exemptions:
- SLA credits will not be issued if the downtime has been caused by scheduled maintenance or if a cloud customer is in breach of any Flamingo Hosting service agreements.
- Events of force majeure, including acts of war, god, earthquake, flood, embargo, riot, sabotage, labor disputes, government act, or failure of the Internet are exempt from the Service Level Guarantee.
- Downtime that resulted from modifications or changes of the operating system, database, application code, or other customer code not provided by Flamingo Hosting will be exempt from the Service Level Guarantee.
SLA Details:
- To receive an SLA credit, you must email [email protected] within thirty (30) days of the incident. In the email, please provide details on how your Flamingo Hosting cloud services were adversely affected.
- This Service Level Guarantee is your sole and exclusive remedy in the event that the Flamingo Hosting cloud platform is unavailable. The maximum total credit for the monthly billing period shall not exceed 100% of your monthly usage fee for the specific Flamingo Hosting Cloud service affected during said billing period. This Service Level Guarantee is part of your agreement with Flamingo Hosting Cloud, along with the Flamingo Hosting Cloud Terms of Service, the Acceptable Use Policy, and therefore is subject to the terms and conditions stated therein.
- Due to the Flamingo Hosting billing cycle, Flamingo Hosting has 60 days to issue a credit from the date of incident.