Service Level Agreement
Updated August 27th, 2024
| Service Component | Service Level Objective | Measurement Method | Remedy for Breach |
| Network Uptime | 99.9% | Monitoring tools and network logs | Service credit of 2% for each 0.1% below 99.9%, capped at 50% of the monthly fee. |
| Server Uptime | 99.9% | Monitoring tools and server logs | Service credit of 2% for each 0.1% below 99.9%, capped at 50% of the monthly fee. |
| Support Response Time | 1 Hour (During 10A-6P EST) | Time measured from ticket submission to first response | Service credit of 0.5% for each hour of delay in the first response, capped at 20% of the monthly fee. |
| Hardware Replacement | 4 hours | Time from hardware failure detection to replacement | Service credit of 2% for each additional hour of delay, capped at 50% of the monthly fee. |
| Data Backup Frequency | Daily Backups | Verification through backup logs | No direct remedy, but PFM Host commits to restore data from the most recent backup available. |
| Incident Resolution Time |
High Priority: 4 Hours |
Time measured from incident report to resolution |
Service credit of 2% for each hour beyond the resolution time, capped at 50% of the monthly fee. |
| Maintenance Notifications | 24 hours advance notice | Email Notifications | Not applicable (customers are expected to accommodate maintenance schedules.) |
Service Credit Application: Service credits are applied to future invoices and cannot exceed 50% of the monthly fee for any single service.
Exclusions: SLA credits do not apply if the breach is caused by events outside of PFM Host's control (e.g., force majuere, customer-caused issues, third-party software, etc).
Customer Responsibilities: Customers must notify PFM Host within 7 days of any breach to be eligible for service credits
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