Service Level Agreement

FaberHost guarantees customer access to our technical support staff within our office hours. Telephone, email support, live chat support and online ticketing support are official methods of support. Any issue requiring investigation, research, or access to an account/server should be sent via the ticket support or email. With our standard SLA, our technical support should there be a problem with your server; rest assured that a qualified engineer will be working on the problem within 2 hours of being notified.

In the rare event that your problem cannot be solved within 2 hours you will be notified by ticket support. We provide a detailed overview of the issue and let you know when it will be resolved. You are kept updated with ticket support until the problem is resolved. An engineer's report with full details of the issue and resolution is sent to you within 12 hours of completion.

Our Guarantee : If we fail to provide details of the issue and resolution is not sent to you within 12 hours of completion, we will credit your account 5% of the monthly fee for each 60 minutes of on openning issue, up to 100% of your monthly fee for the affected server.

Our web site stands behind all equipment on our network. Faulty hardware is rare, but cannot be predicted nor avoided. We utilize only name brand hardware of the highest quality and performance. We will replace all faulty hardware affecting performance levels of equipment as soon as possible, which includes hardware issues that cause server crashes or speed issues. Hardware failure resulting in complete network/server outage/downtime will also be corrected as soon as possible. Router failure is an exception to this SLA guarantee, and may require on-site engineers or backbone provider emergency personnel to correct the problem. Router failure is governed by current contracts with external companies and backbone providers in regard to the emergency repair service in case of such an issue. We will replace all faulty hardware on dedicated servers (rented or leased servers), at no charge to the client, with an unlimited free replacement policy. This includes parts ordered as upgrades.Hardware replacement will begin once EngineHosting identifies the cause of the problem. Hardware replacement is guaranteed to be complete within two hours of problem identification.

Our Guarantee : If we fail to be complete within two hours of problem identification. We will credit your account 5% of the monthly fee for each 60 minutes for the affected server, up to 100% of your monthly fee for the affected server.

In order for you to receive a credit on your account, you must request such credit within five (5) business days after you experienced no Web Site Availability. You must request credit by opening a ticket for the attention of our Billing department. For security, the body of this message must contain your account number/domain name, the dates and times of the unavailability of your web site, and other customer identification requested by us. Credits will usually be applied within sixty (60) days of your credit request. Credit to your account shall be your sole and exclusive remedy in the event that there is no Web Site Availability.

We reserve the right to change or modify this SLA, and will post changes or modifications thereto, on our website. Except as set forth in this SLA, we make no claims regarding the availability or performance of our network or servers. Specific terms/points of this SLA may be adjusted on a case by case basis by the specific Service Agreement signed, and/or agreed to by client. In the case of different terms/points in SLA and Service Agreement, the Service Agreement terms/points shall prevail over this general SLA policy. The Service Agreement signed/agreed to by client, takes precedent over this SLA, and Service Agreement terms are in effect, and controlling over this SLA, including, but not limited to, it's limitations of liability.