Service Level Agreement (SLA)

FastHosting undertakes to provide the service with the characteristics conforming to those indicated in the product description sheets published on the site www.fasthosting.ch; without prejudice to the need to proceed to hardware and software updates based on contingent circumstances.

In any case FastHosting disclaims any liability to the customer or third parties for delays or interruptions of service, pointing out that the very nature of the Internet does not guarantee the reachability of a website or the delivery of e-mail in certain times.

The downtime period is calculated on a monthly basis using special software.

The following cases do not form part of the SLA guarantee:

Software malfunctions or incorrect configuration of the same installed by the customer;
Data centre maintenance;
Interruptions resulting from the interruption of backbones or problems relating to the malfunctioning of your line;
All products without the wording SLA in the uptime. NB Dedicated servers with SLA will be monitored for gateway operation and hardware. The customer’s server will not be monitored directly;
Other problems not resulting from a malfunction of our data centres.
Below is the table regarding the reimbursement of all customers who report downtime of their products/services within and no later than 3 days of the beginning of each month, for services with a monthly contract; for services with an annual contract it must be reported within 7 days of the expiry of the hosting plan.

Monthly UpTime equal to or greater than the value indicated in the data sheets, no refund;
Monthly UpTime less than the value indicated in the data sheets up to 94.99%, 10% refund;
Monthly UpTime less than 94.99%, 20% refund.
Annual UpTime equal to or greater than the value indicated on the data sheets, no refund;
Annual UpTime less than the value indicated in the data sheets up to 94.99%, 10% refund;
Annual UpTime less than 94.99%, 20% refund.
For services not paid annually, the monthly table will be taken into account.

Please note that refunds cannot be converted into money, but will be credited to your control panel, and can be used to purchase and/or renew your services.

If the services have different active monitors (e.g. mySQL+Apache), the average of the two services taken into account for the UpTime analysis will be used to determine the uptime.