Service Level AgreementBy accessing and placing an order with FadeCloud, You confirm that You are in agreement with and bound by the terms and conditions. (Last Updated: 11/10/2024).
Service Level GuaranteeWe also provide a Service Level Guarantee that ensures our network and power infrastructure remain highly available. Our network is designed with multiple redundant paths and equipment, which enables us to maintain a 99.999% network availability rate. Our power infrastructure is equipped with multiple failovers, such as backup diesel generators, UPS, and STS transfer switching, to provide 100% power availability.
Our uptime guarantee covers the following:ㅤㅤㅤ
  • 99.999% Network Availability
  • 100% Power Availability
ㅤㅤㅤㅤPlease note that this guarantee excludes scheduled maintenance, emergency maintenance, DDoS attacks, force majeure, and hardware failures within your server. However, we have confidence in our infrastructure and offer account credit if we fail to meet our uptime guarantee. You can claim credit up to the amount of your monthly server bill.ㅤIf our network or power infrastructure experiences downtime, we compensate you with one day of credit for your server for every hour of downtime. We monitor Service Level Guarantee uptime on a rolling monthly basis.ㅤTo make a claim, you must do so within 15 days of the failure. Your claim should include evidence of the outage, such as the date of the outage, start and end times, and a ticket submitted through your customer portal to our billing department. Failure to submit a ticket informing us of the outage will prevent us from processing your claim.
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