Service Level Agreement
Last Updated: October 10th, 2023
This Service Level Agreement (SLA) outlines the uptime commitment for PFM Host, operated by QC Hosting LLC (referred to as "PFM Host," "we," "us," or "our"). We are committed to providing a reliable hosting service with high availability for all our users ("User," "Customer," or "Client"). This SLA sets forth the uptime guarantee and the procedures for receiving service credits in the event of any downtime.
2. Uptime Commitment
PFM Host guarantees a minimum of 99.98% uptime for our hosting services, measured on a monthly basis. Uptime is calculated by subtracting the total number of minutes of downtime during a calendar month from the total number of minutes in that month and then dividing by the total number of minutes in that month.
3. Downtime Exclusions
The following situations are not considered as downtime and are excluded from the uptime calculations:
- Scheduled Maintenance: We may perform periodic maintenance on our servers to ensure their proper functioning. Any scheduled maintenance will be announced in advance, and the time spent on scheduled maintenance will not be considered as downtime.
- Force Majeure Events: We are not responsible for downtime caused by events beyond our reasonable control, including but not limited to acts of God, natural disasters, strikes, riots, war, or government actions.
- Third-Party Services: Downtime caused by third-party services, software, or infrastructure not directly managed by PFM Host is not covered under this SLA.
4. Service Credit
In the event that PFM Host fails to meet the uptime commitment of 99.98% in a given calendar month, customers may be eligible to receive service credits as follows:
- For uptime between 99.98% and 99.95%: 5% of the monthly hosting fee will be credited to the customer's account.
- For uptime between 99.95% and 99.00%: 10% of the monthly hosting fee will be credited to the customer's account.
- For uptime below 99.00%: 20% of the monthly hosting fee will be credited to the customer's account.
Service credits are non-transferable and can only be used towards future invoices for hosting services with PFM Host. Service credits are limited to the hosting fees paid by the customer for the affected services in the month during which the SLA was not met.
5. Reporting Downtime
Customers must report any downtime incidents to PFM Host's support team within 5 days of the occurrence. The report must include the date, time, and duration of the downtime, as well as any relevant information regarding the impact on the customer's business.
6. SLA Review and Changes
PFM Host may review and update this SLA from time to time. Any changes will be effective upon posting the revised SLA on our website. Your continued use of our services after such changes constitutes acceptance of the updated SLA.
7. Contact Us
If you have any questions, concerns, or inquiries regarding this Service Level Agreement or our services, please contact us at:
QC Hosting LLC
Address: 1317 Edgewater Dr. #2491
Orlando, Florida 32804
By using our services, you agree to abide by this Service Level Agreement. Thank you for choosing PFM Host as your hosting provider!