Fast Tech is proud to offer an exceptional level of performance, reliability, and service. That is why we are making commitments to our customers in the form of a Service Level Agreement (SLA) which provides certain rights and remedies regarding the performance of the Fast Tech network. The Fast Tech Service Level Agreement (SLA) guarantees our network/equipment reliability and performance. This Service Level Agreement (SLA) applies to customers of Fast Tech’ web hosting, reseller, dedicated server, co-location, e-commerce, and dedicated access services.
Exceptions:
Customer shall not receive any credits under this SLA in connection with any failure or deficiency of the Fast Tech network caused by or associated with:
Circumstances beyond reasonable control, including, without limitation, acts of any governmental body, war, insurrection, sabotage, embargo, “Acts of God” (i.e…fire, flood, earthquake, tornado, etc…), strike or other labor disturbance, interruption of or delay in transportation, unavailability of or interruption or delay in telecommunications or third party services, failure of third party software or inability to obtain raw materials, supplies, or power used in or equipment needed for provision of the Service Level Agreement
- Scheduled maintenance for hardware/software upgrades
- Hardware failure (faulty hardware is rare, but cannot be predicted nor avoided). Fast Tech only utilizes only name brand hardware of the highest quality and performance.
- Software bugs/flaws (Exploits and bugs may develop that cause security issues or downtime)
- DNS issues not within the direct control of Fast Tech
- Network floods, hacks, attacks from outside parties or individuals
- Failure or error of any Fast Tech’ monitoring or measurement system
- Client’s acts or omissions, including without limitation, any negligence, willful misconduct, or use of Fast Tech’ service(s) in breach of Fast Tech’ Policy and Service Guidelines (AUP), by Client or others authorized by Client.
Backup Policy:
As a courtesy, Fast Tech provides a backup service on shared hosting accounts. You can request our administrators to run a backup of your site or any files for a one-time charge. Although Fast Tech tries to ensure these backups are complete and accurate, we cannot guarantee data integrity. It is possible that a site and/or file may not be able to be restored in case of a server crash.
We will restore data from our backups in case server trouble arises, but we do not perform restores to fix customer errors. If you accidentally delete a file or damage your website data, we are in no way responsible for this. If you need us to restore data from an incident such as that when it wasn’t our fault, we will have to charge a reasonable fee to do so, depending on the complexity of the restore.
Fast Tech recommends that the customer periodically and frequently backup their site to their local computer. On most accounts there is a backup manager that can assist you in this process.
A backup may not be included with a dedicated server type plan. We recommend that dedicated server customers purchase a backup option to protect data. Even with a backup plan, Fast Tech recommends that customer still maintain offsite backups since even backup services have a risk of failure.
Hardware Failure:
Fast Tech’ stands behind all equipment on our network. Faulty hardware is rare, but cannot be predicted nor avoided. Fast Tech utilizes only name brand hardware of the highest quality and performance. Fast Tech will replace all faulty hardware affecting performance levels equipment within 48 hours, which includes hardware issues that server crashes or speed issues. Hardware failure resulting in complete network/server outage/downtime will be corrected within two of problem identification. Router failure is an exception to SLA guarantee, and may require on-site Cisco™ engineers or backbone provider emergency personnel to correct the problem. Router is governed by current contracts with Cisco™ and backbone in regard to the emergency repair service in case of such an issue. Fast Tech will replace all faulty hardware on dedicated servers (rented or leased servers), at no charge to the Client (except if it due to customer abuse such as excessive reboots), with an unlimited free replacement policy. This includes parts ordered as upgrades.
General:
Fast Tech reserves the right to change or modify this SLA to benefit the Client, and will post changes to location currently housing this SLA at time of modification, which will be made available to Client. Except as set forth in this SLA, Fast Tech makes no claims regarding the availability or performance of the Fast Tech’ network or servers. Specific terms/points of this SLA may be adjusted on a case by case basis by the specific Service Agreement signed/agreed by client. In case of difference terms/points in SLA and Service Agreement, the Service Agreement terms/points prevail over this general SLA policy. The Service Agreement signed/agreed by client, is above and beyond this SLA, and Service Agreement terms are in effect, including, but not limited to, limitations of liability.
