1. Service Coverage & Scope

This SLA applies strictly to active, paid client accounts in good financial standing utilizing Fopik’s:

• Web Hosting & Virtual Private Servers (VPS)
• Managed Server Infrastructure
• Custom Web & Application Hosting Environments

This SLA does not apply to domain registration services, third-party APIs, external digital marketing campaigns, or unmanaged, third-party development environments.

2. Network & Server Uptime Guarantee

Fopik targets a 99.9% Network and Server Uptime commitment during any given calendar month.

Uptime is defined as the total percentage of time in a calendar month that Fopik’s primary web hosting servers and core network infrastructure are accessible from the public internet.

3. Service Credits & Compensation Structure

If Fopik fails to meet the 99.9% Uptime commitment in a given calendar month, eligible clients may request a Service Credit applied toward their subsequent yearly hosting billing cycle according to the following schedule:

Credit Claim Guidelines:

• Service credits are applied exclusively as account credit toward future hosting billing invoices and cannot be redeemed for cash, wire transfers, or bank refunds.
• The total combined service credit issued to a client account in a single calendar month shall not exceed 15% of the client's monthly hosting fee for the impacted service.
• SLA credit requests must be submitted in writing to contact@fopik.com within 7 calendar days following the end of the month in which the downtime occurred.

4. SLA Exclusions & Limitations

Downtime or service performance degradation resulting from the following scenarios is explicitly excluded from uptime calculations and SLA credit eligibility:

1. Scheduled Maintenance: Planned system upgrades, security patches, or server maintenance communicated to clients at least 24 hours in advance.
2. Client-Side Errors: Outages caused by custom application code bugs, database corruption, misconfigured DNS records, expired domain registrations, or compromised user credentials.
3. Resource Exceeded: Automatic server suspensions or throttling resulting from resource abuse, excessive CPU/RAM consumption, or breaches of our Acceptable Use Policy (AUP).
4. External Factors & Force Majeure: ISP routing failures, upstream data center outages, Distributed Denial of Service (DDoS) attacks, natural disasters, severe weather, or legal/regulatory interventions beyond Fopik’s reasonable control.
5. Account Suspension: Outages resulting from non-payment, unpaid billing invoices, or policy enforcement actions.

5. Contact & Support Claims

To submit an SLA credit request or report an uptime incident:

• Email: contact@fopik.com
• Website: https://fopik.com