Service Level Agreement (SLA)
1 Service Availability
Fast2Design guarantees 99.9% network uptime for all hosting services, measured monthly. Scheduled maintenance windows are excluded.
2 Uptime Calculation
Uptime percentage = (Total minutes in month - Downtime minutes) / Total minutes in month × 100%
3 Service Credits
| Uptime | Credit |
|---|---|
| 99.9% - 99.0% | 10% of monthly fee |
| 99.0% - 95.0% | 25% of monthly fee |
| Below 95.0% | 50% of monthly fee |
4 Exclusions
SLA credits do not apply to: scheduled maintenance, force majeure events, customer equipment/software issues, DNS propagation, or third-party service failures.
5 Support Response Times
- Critical (service down): < 30 minutes
- High (major feature impaired): < 2 hours
- Normal (minor issue): < 8 hours
- Low (general inquiry): < 24 hours
6 Claim Process
Submit a ticket within 7 days of the incident. Credits are applied as account credit, not cash refunds.
7 Contact
For SLA-related inquiries, please contact us.
Uptime Guarantee
99.9%
Critical Response
< 30 min
Normal Response
< 8 hours
Claim Window
7 days