Service Level Agreement
Last updated: January 2025
1. Service Commitment
Fluxorus Networks commits to providing reliable infrastructure services with the uptime guarantees outlined below. This SLA applies to network connectivity and hardware availability.
2. Uptime Guarantee
Maximum allowable downtime: ~4.38 minutes per month
We guarantee 99.99% network uptime measured monthly. Uptime is calculated from our monitoring systems across multiple global locations. A service is considered "down" when unreachable from 2+ monitoring points for 3+ consecutive minutes.
3. Downtime Compensation
If we fail to meet our uptime guarantee, we'll provide service credits:
Credit Structure
Every 12 hours of downtime = 1 day of service credit
Example: 24 hours of downtime = 2 days of credit added to your account
4. How Credits Work
- Credits are applied to your next month's bill
- Must request credits within five (5) business days of the incident
- Credits are issued as account balance, not cash refunds
- Multiple incidents are calculated separately and credits stack
5. What's Not Covered (Exclusions)
Uptime guarantees do not apply to downtime caused by:
Planned Maintenance
Scheduled updates with 24-hour advance notice
Customer-Caused Issues
Misconfigurations, resource exhaustion, software bugs
DDoS Attacks
Attacks specifically targeting your services or IP addresses
Force Majeure
Natural disasters, war, terrorism, acts of God
Suspension for Violations
AUP violations or non-payment
Third-Party Failures
External network provider issues beyond our control
6. How to Claim Credits
Document Downtime Details
Record the exact date, time, and duration of the service interruption
Contact Our Support Team
Email sla@fluxorus.com or open a ticket through your customer portal
Submit Proof of Interruption
Include server/service details, screenshots, or monitoring logs if available
Receive Credit Confirmation
We'll investigate and respond within 10 business days with credit approval
7. Support Response Times
| Priority | Description | Response Time |
|---|---|---|
| Critical | Service completely down | 30 minutes |
| High | Significant performance degradation | 2 hours |
| Medium | Moderate issue, workaround available | 4 hours |
| Low | General questions, feature requests | 24 hours |
*Response times are for initial acknowledgment during business hours (Mon-Fri 9AM-5PM EST). Critical issues receive 24/7 immediate attention.
8. Monitoring and Reporting
We provide real-time service status and historical uptime reports:
Status Page
Monitor our infrastructure health in real-time at status.fluxorus.com
- Current system status for all services
- Incident history and resolutions
- Scheduled maintenance calendar
- Email, SMS, and RSS notification subscriptions
9. Contact
SLA inquiries: sla@fluxorus.com
General support: support@fluxorus.com
24/7 Emergency: Available through customer portal