Service Level Agreement
Last Updated: October 10, 2023
1. Definitions
1.1. CloudLinux: Server-side software that monitors resources to ensure operation within set limits.
1.2. Customer: The person or entity who ordered services provided by Fidelis Group.
1.3. Customer Service: The relationship between Fidelis Group staff and the Customer, with the purpose of assisting the Customer with questions or issues.
1.4. eTicket: A secure electronic message sent by the Customer to Fidelis Group via the portal for assistance with any Service(s).
1.5. Monthly Downtime: Calculated over a 31-day month.
1.6. Service(s): Any product or service provided by Fidelis Group, including hosting, domain registration, VPS, SSL, email hosting, and other digital services.
1.7. SLA: This Service Level Agreement.
1.8. SELECT: Refers to web hosting services with the plan type SELECT, including Bronze, Silver, Gold, Custom cPanel Hosting, and WordPress Hosting.
1.9. Website Availability: The percentage of time in a calendar month that the Service was available for access by third parties via HTTP (port 80) and/or HTTPS (port 443), as determined by Fidelis Group’s internal and external monitoring.
1.10. We/Our/Us: Refers to Fidelis Group.
1.11. You/Your: Refers to the person or entity who ordered services provided by Fidelis Group.
2. Our Goal
2.1. Fidelis Group’s goal is to achieve 100% website availability across all Service(s) for all Customers.
2.2. Fidelis Group maintains a fully redundant network and utilizes enterprise-grade Dell hardware, RAID disk mirroring, and other technical measures to achieve uptime goals.
3. Remedy
3.1. If website availability is less than 100%, Fidelis Group will issue an account credit based on the following:
For SELECT Web Hosting Service(s):
| Website Availability | Monthly Downtime | Credit Percentage |
|---|---|---|
| 100% to 99.9% | Up to 44 minutes | 0% |
| 99.9% to 98% | 44 minutes to 14 hours 52 min | 15% |
| 98% to 95% | 14 hours 53 min to 37 hours | 30% |
| 95% to 90% | 37 hours 13 min to 74 hours | 65% |
| Less than 90% | More than 74 hours 25 minutes | 100% |
For Fully Managed VPS Service(s):
| Website Availability | Monthly Downtime | Credit Percentage |
|---|---|---|
| 100% to 99.9% | Up to 44 minutes | 0% |
| 99.9% to 98% | 44 minutes to 14 hours 52 min | 15% |
| 98% to 95% | 14 hours 53 min to 37 hours | 30% |
| 95% to 90% | 37 hours 13 min to 74 hours | 65% |
| Less than 90% | More than 74 hours 25 minutes | 100% |
3.2. Credit is based on the monthly Service fee, excluding discounts, addons, or licenses.
3.3. Fidelis Group will notify the Customer by email if a credit is available.
4. Exceptions
4.1. The Customer is not entitled to any remedy under this SLA if website availability is impaired due to:
- Circumstances beyond Fidelis Group’s control, including government actions, war, fire, floods, strikes, internet disruptions, third-party service interruptions, or denial of service attacks.
- Scheduled maintenance or emergency upgrades (see Section 5).
- DNS propagation issues beyond Fidelis Group’s control.
- Issues with FTP, POP3, IMAP, SMTP, SSH, cPanel, or webmail access.
- SLA breaches reported by third-party monitoring services.
- Customer actions or negligence, including custom scripting, coding, or use in breach of Fidelis Group’s Terms of Service.
- CloudLinux limiting Service due to excessive resource usage.
- Email or webmail delivery issues.
- Outages beyond Fidelis Group’s control, including DNS caching, browser caching, or other internet limitations.
5. Maintenance
5.1. Scheduled Maintenance: Fidelis Group will schedule maintenance at a time deemed suitable, posting details at least two (2) days in advance if downtime is expected to exceed thirty (30) minutes. This downtime is excluded from website availability calculations.
5.2. Unscheduled Maintenance: Fidelis Group may perform unscheduled maintenance as necessary. If any Service is offline for more than thirty (30) minutes, updates will be posted until completed. This downtime is also excluded from website availability calculations.
6. Acceptance
6.1. The Customer signifies acceptance of this SLA, along with our Terms of Service, Customer Service Policy, Acceptable Use Policy, and Privacy Policy, upon submitting an order for Services and its acceptance by Fidelis Group.
7. Changes
7.1. Fidelis Group reserves the right to amend this SLA at any time. Changes are effective upon publication on our website.
7.2. Continued use of the Service(s) constitutes acceptance of the amended terms. If you do not agree with the changes, you may request cancellation of your Service(s) in line with our cancellation policy.
8. Contact Us
If you have questions about this SLA, please contact our Customer Care team at admin@fidelisgroup.au.
