Service Level Agreement

General
L Fox Industries guarantees all of our services to have at least 99.9% uptime. In the event that we do not meet this in a given month, we will credit a percentage of the affected client’s monthly service fees based on the following tiers:
  • 99.8 – <99.9: 25%
  • 99.7 – <99.8: 50%
  • 99.6 – <99.7: 75%
  • 99.5 – <99.6: 100%
Terms
  • Only one valid claim can be made per calender month.
  • All SLA credits will be issued as service credits for usage in future invoices.
Exceptions
  • Any planned maintenance work is except from this guarantee.
  • Downtime occuring due to natural disasters or DDoS attacks against the network do not count towards the SLA calculations.
  • Clients currently in arrears for services do not qualify for SLA claims.
  • Clients participating in malicious activities, thereby causing attacks or counterattacks, do not qualify for SLA claims.