Falls Hosting Service Level Guarantees
Network Uptime Guarantee
Falls Hosting guarantees that the server network where your dedicated server is located will be up and running at least 99.9% of the time during your subscription with us. However, we cannot be held responsible for upstream problems outside of our network and areas
where Falls Hosting has no direct
influence, such as backbone provider failures, fiber-optic main line
cuts, DNS or Registrar problems with subscribers’ domain names,
routing problems between a client’s location and our data center.
The uptime guarantee is also not applicable if the service
interruption was caused by a natural or unnatural event that is not
directly under the control (or jurisdiction) of Falls Hosting. Falls Hosting may temporarily deny or terminate the
Service upon client’s failure to pay their charges at due time.
Falls Hosting guarantees 99.9% network uptime and server stability for the server network where your dedicated server is located. This, however, does not refer to problems stemming from:
a. Server Hardware Breakdown.
b. User error(s) or purposeful interruption(s) (e.g.
if the client shuts his/her own server down, Falls Hosting is not
responsible for the downtime).
c. Failures due to software that is not explicitly
supported by Falls Hosting. Consequently, if a hardware crash provoked
by the customer happens, Falls Hosting has no responsibility for the
Network Outages or Unexpected
Downtime is any unplanned or unexpected interruption in the
network availability due to hardware, software, network connectivity
or data center problem, during which a 100% packet loss is
Scheduled Downtime is any scheduled
interruption of the services for the purpose of network
software/hardware upgrades, or replacement of any network equipment in
order to be provided better service for the customers. Scheduled
downtimes occur within pre-notified downtime periods, with as many
warnings as possible sent via e-mail or posted in our news section
minimum 24-hour in advance.
SUPPORT RESPONSE GUARANTEE
Falls Hosting guarantees 24/7 support available 365 days
per year, for all the pre-installed software on your dedicated server. Support is available via email and the Dedicated Plan Manager integrated ticketing system. Each ticket is replied to within no more than 60 minutes after it has been opened.