Service Level Agreement

Our Service Level Agreement is part of our Acceptable Use Policy. It is our agreement to you, and your agreement to us. The Acceptable Use policy should be read in conjunction with the SLA. This SLA will over-ride any policy set in the Acceptable Use Policy where duplicates occur, however the remaining polices in the AUP will remain in full force and effect.

Fabreeze! Guarantee availability of its Services for 99% of the time per month.

Not included in this guarantee is downtime caused by reasons out of our control and scheduled maintenance times.

Server Availability 98-<99% 10% Credit
Server Availability 95-97% 25% Credit
Server Availability 90-94% 50% Credit
Server Availability <90% 80% Credit
Under no circumstances will the total credit exceed 80% To Receive this credit your account must be in good standing with Fabreeze!

Basic Support
Basic Support will be entitled to Email Support Tickets Only with a Response Time of within 15Hours for tickets requiring a response. (Tickets are however usually responded to within 2 hrs) and issues afffecting service reliability are treated with priority.

Support will provide assistance with General Hosting Questions, Questions and Issues regarding the HELM Control Panel, Server Specific Questions Only.

Questions regarding scripting issues, programming languages and script setup cannot be answered by Customer Service, as there is a good chance that our team has not setup your piece of software before.

Backup
Fabreeze! will maintain a weekly backup of client data, and a nightly backup of client data. Fabreeze! may charge for access to backups and under no circumstances do we agree that backups can be made available (in case of technical fault).

30 Day Money Back Guarantee
This is valid for the FULL 30 Days and can be requested for any reason. This will be given providing the account is in good standing and no violations have occurred against Fabreeze!'s AUP. Additional Information can be found in Fabreeze!s AUP.

Bandwidth & other Limits
When your account hits or exceeds a bandwidth or any other limitation set on your account, Fabreeze! reserves the right to suspend the infringing service. Fabreeze! may or may not suspend at its own discretion. Additional Charges may be incurred.

Last Updated 14/04/2009