Service Level Agreement for Flarelax Technologies
This Service Level Agreement ("SLA") is part of the Terms of Service of Flarelax Technologies and applies to eligible hosting services unless otherwise stated.
1. Service Availability
Flarelax Technologies aims to provide a 99% monthly network and infrastructure uptime for eligible hosting services.
This uptime target applies to our core hosting infrastructure and network under normal operating conditions.
2. Scheduled Maintenance
Scheduled maintenance, emergency maintenance, security updates, and infrastructure upgrades are excluded from uptime calculations. Where reasonably possible, advance notice will be provided.
3. SLA Exclusions
This SLA does not apply to service interruptions caused by:
- Distributed Denial of Service (DDoS) attacks or other malicious network attacks.
- Customer misconfiguration or software issues.
- Third-party software or control panel failures.
- Domain, DNS, registrar, or SSL provider issues.
- Internet backbone failures outside our network.
- Force majeure events, including natural disasters, war, government actions, or widespread power outages.
- Customer actions or omissions.
- Suspension due to violations of our Terms of Service or Acceptable Use Policy.
- Hardware or software issues caused by customer-installed applications.
4. DDoS Protection
While Flarelax Technologies may implement reasonable network security measures, we do not guarantee protection against DDoS attacks and no uptime credits, refunds, or compensation will be provided for downtime caused directly or indirectly by DDoS attacks.
Customers requiring advanced DDoS mitigation should obtain specialized protection from a suitable provider.
5. Data Migration
Flarelax Technologies provides free migration, on request, to customers moving their website, application, server, VPS, database, or email from another hosting provider to Flarelax Technologies.
To request a migration, contact our support team with the details of your current hosting.
Free migration does not cover moving services between Flarelax Technologies plans or accounts, or moving services away from Flarelax Technologies. Any such assistance is provided solely at our discretion and may be subject to additional fees.
Customers remain responsible for keeping their own backups before and during a migration. We do not guarantee the success, compatibility, completeness, or timing of any migration.
6. Service Credits
Where this SLA applies and an outage is determined to be solely the result of a failure within Flarelax Technologies' infrastructure, we may, at our discretion, provide service credits.
Service credits:
- Have no cash value.
- Are not refundable or transferable.
- May only be applied to future invoices.
- Are the customer's exclusive remedy under this SLA.
7. Limitation of Liability
To the fullest extent permitted by law, Flarelax Technologies shall not be liable for any indirect, incidental, special, consequential, or punitive damages, including loss of revenue, profits, business, goodwill, or data arising from service interruptions.
8. Changes to This SLA
Flarelax Technologies reserves the right to amend this SLA at any time. The latest version will be published on our website with an updated Effective Date. Continued use of our services constitutes acceptance of the revised SLA.
9. Contact Information
Flarelax Technologies
Website: https://flarelax.com
Email: support@flarelax.com