Fpweb.net Service Level Agreement (SLA)


Because availability is paramount to your mission-critical hosting environment, our Service Level Agreement (SLA) is designed to protect customers against unscheduled outages. Only a specialist can offer the most uncompromising SLA in the hosting industry, guaranteeing maximum uptime and FREE Rapid Hardware Replacement. The SLA provides unsurpassed levels of availability with correspondingly aggressive penalties for failure to comply with the SLA.

Maximum Uptime Network

Fpweb.net guarantees to provide each customer with 100% uptime. Fpweb.net has a policy of discounting its monthly subscription rate by 20% for each 3 hours of downtime per month. "Uptime" and "Downtime" is recorded and calculated on a monthly basis. This does not include scheduled downtime for weekly server/network maintenance (usually less than 10 minutes total and usually scheduled for Sundays, midnight CST). This also does not include end-user internet connection issues or general internet congestion. Account credits and overall liability of Fpweb.net is hereby limited to a maximum one month’s service during the month of the outage.

Downtime is measured from the time the customer opens a trouble ticket regarding server downtime to the time the problem is resolved and the server is powered back on.

Infrastructure

Fpweb.net guarantees that the critical infrastructure systems, including power and HVAC, will be available 100% of the time in a given month, excluding scheduled maintenance. Upon experiencing downtime, Fpweb.net will refund the customer 20% of the monthly fee for each 3 hours of downtime (up to 100% of customer's monthly fee for the affected server). Critical infrastructure includes functioning of all power and HVAC infrastructure including UPSs, PDUs and cabling, but does not include the power supplies on customers' servers.

Infrastructure downtime exists when a particular server is shut down due to power or heat problems and is measured from the time the customer opens a trouble ticket regarding server downtime to the time the problem is resolved and the server is powered back on.

Hardware

Fpweb.net guarantees the functioning of all hardware components and will replace any failed component at no cost to the customer. Hardware replacement will begin once Fpweb.net identifies the cause of the problem. Hardware is defined as the Processor(s), RAM, hard disk(s), motherboard, NIC card and other related hardware included with the server. This excludes the time required to rebuild a RAID array and the reload of certain operating systems and applications.

Fpweb.net Support Parameters

SharePoint Hosting

What Fpweb.net supports

The following areas are covered under the Fpweb.net support policy:

  • Connectivity to the SharePoint Service – talking/instructing the end-user logging into to the SharePoint server(s).
  • Connectivity of FrontPage tools to modify SharePoint Sites
    • Note: Fpweb.net can support the actual use of FrontPage/SP Designer and offer programming assistance in customizing SharePoint Sites for a nominal fee.
  • Creation of SharePoint sub-sites and users
  • Installation of Templates provided by Microsoft® and approved third parties

What Fpweb.net does not specifically support

The following areas are handled on a “best efforts” basis as a courtesy to our customers:

  • Use of FrontPage and customization of SharePoint Sites.
  • Training on the use of SharePoint and Microsoft® Office features.
  • Use of Microsoft® provided Templates
  • Use of Microsoft® Office
  • Use of SharePoint services on a Macintosh or non-Windows computer
  • Migrating or importing of data from previous SharePoint sites or user provided SharePoint backup files

Exchange Hosting

What Fpweb.net supports

The following areas are covered under the Fpweb.net support policy:

  • Connectivity to the Fpweb.net Service – talking/instructing the end-user through configuring and connecting to the Fpweb.net email server(s) and receiving/sending email
  • Configuration of Microsoft Outlook® Software – talking/instructing the end-user through configuring Microsoft® Outlook® and higher for Windows PCs
  • Creation of additional Fpweb.net mailboxes, distribution lists, and user aliases
  • Issues related to Public Folders
  • Issues related to security settings within the exchange (server-side) environment
  • DNS Related Issues for sites using a subdomain within our sharepointspace.com domain

What Fpweb.net does not specifically support

The following areas are handled on a “best efforts” basis as a courtesy to our customers:

  • Configuration of customer firewall software and/or hardware that could affect connectivity to the Fpweb.net service
  • Installation of Microsoft® Outlook® Software
  • Configuration of customer antivirus software (Norton Antivirus, etc.) that could affect connectivity to the Fpweb.net service
  • Issues related to customer’s connection to the Internet. (i.e. T1, Cable Modem, DSL Modem, Dial-Up accounts, etc.)
  • Issues related to other email accounts or personal folders (non-Fpweb.net) configured within customer’s Microsoft® Outlook® software
  • Issues related to general use of the Microsoft® Outlook® software – (i.e. training, etc.)
  • Email client software other than Microsoft® Outlook®
  • Use of Fpweb.net service on a Macintosh or non-Windows OS computer (e.g. Linux)