Service Level Agreement (SLA)
Introduction:
At Franceservers, we are committed to delivering a high-quality hosting experience. Our Service Level Agreement (SLA) outlines the expectations and terms under which we provide services to ensure your satisfaction and the smooth operation of your services.
Uptime Guarantee:
We guarantee a 99.9% uptime for all services provided, including web hosting, VPS, and dedicated server solutions. In case of downtime, we will take immediate steps to resolve the issue and will provide compensation according to the terms outlined in this SLA.
Support Response Time:
We guarantee a response time of less than 1 hour for all critical support requests. For non-critical issues, we aim to respond within 4 hours during business hours.
Data Backup:
While we strive to ensure the integrity of your data, customers are responsible for maintaining their own backup systems. Franceservers will perform regular backups, but it is recommended that customers maintain their own copies of important data.
Compensation:
If we fail to meet the agreed-upon service levels, we will provide a pro-rated refund or service credit based on the downtime experienced, as outlined in our SLA guidelines.
Maintenance and Updates:
We schedule regular maintenance and updates to improve performance and security. We will inform you in advance of any planned downtime.
Limitations:
This SLA does not apply in cases of force majeure events, including but not limited to natural disasters, network issues beyond our control, or customer-caused disruptions.