99.9% Uptime SLA

SLA Coverage

The Forum Forge guarantees 99.9% uptime on all of its shared hosting servers, and will provide compensation for any service interruptions directly to the Customer in the form of a service credit, providing that the reason for outage (“RFO”) does not fall into one or more of the following categories:

• Network fault between our servers and your internet connection
• Downtime caused by requested changes to your service or site transfers
• Downtime caused by planned maintainence of our network or hardware
• Unforseeable events such as natural disasters, fire, flooding or other “acts of God”
• Service outages attributed to hacking attempts, DDoS attacks or system exploits

Affected Parties

Only the customer may receive a payout in the event that the SLA is broken by The Forum Forge. By using services provided by The Forum Forge, the Customer agrees that we are not responsible for any damages or problems which may be caused by downtime affecting either the Customer or any third parties.

Compensation amounts

Server uptime is rounded up to the nearest 0.1% at all times, and should uptime drop below 99.9%, the Customer may be elegible for a payout on the grounds of this agreement. Payouts may not exceed the total amount paid for one month of service on the Customer's package, and the customer may only receive a total payout of 70% of the price paid for one month's service in a single billing month. For every 0.1% of downtime, the customer is elegible for a 10% payout, providing that the RFO is not displayed in the exclusion list.

Claiming for an outage

In order for an outage to be classified as “valid”, The Forum Forge's own external monitoring system must have recorded the incident. Any other evidence provided to suggest downtime will be dismissed if The Forum Forge's own systems show otherwise. The customer must make a claim for an outage via a support ticket within 72 hours of a downtime incident in order for a claim to be considered elegible for an account credit. Payouts will only be made via Account Credit to contribute to future invoices, and will not be provided via PayPal or any other payment mechanism.

Right to decline

The Forum Forge reserves the right to decline a claim if there is an outstanding invoice on the claimant's account, or if another individual or party is making a claim on behalf of the claimant. The Forum Forge also reserves the right to suspend the customer's account and charge a one-off fee of up to $50 in the event that they believe that a false claim has been made. The Customer accepts that any decisions made by The Forum Forge are final