Fusion Arc Hosting – A Fusion Arc Telecom LLC Company
Effective Date: September 18, 2026
Last Updated: September 18, 2026
This Network & Power Service Level Agreement (“SLA”) establishes the network-connectivity and datacenter-power availability commitment applicable to qualifying Fusion Arc Hosting Services.
This SLA specifically addresses:
This SLA does not establish a general guarantee that every server, website, application, operating system, storage device, database, control panel, backup system, hardware component, monitoring system, or software component will remain continuously operational.
This SLA forms part of the Fusion Arc Hosting Agreement and operates together with the applicable:
The order-of-precedence provisions in the TOS govern any direct conflict between contractual documents.
For matters specifically concerning the Network and Power Availability commitment and associated SLA Service Credits, this SLA is the primary subject-matter policy unless an applicable written agreement expressly provides otherwise.
Nothing in this SLA limits rights that cannot lawfully be waived.
Unless a Service-specific written agreement provides otherwise, Fusion Arc Hosting provides a 99.9% Monthly Network and Power Availability commitment for eligible Covered Services.
The 99.9% commitment applies principally to:
Covered infrastructure may be:
Ownership of the physical datacenter is not required for infrastructure to qualify as Covered Infrastructure under this SLA.
The 99.9% commitment does not constitute a 99.9% guarantee for:
Those matters remain governed by the TOS, Support Policy, Backup Policy, applicable product terms, and other portions of the Agreement.
Fusion Arc Hosting operates a hybrid infrastructure model.
Depending upon the applicable Service and location, infrastructure may include:
Fusion Arc Hosting does not represent that it owns every:
used to provide its Services.
Fusion Arc Hosting may use independent:
Current or representative infrastructure partners may include providers such as:
The infrastructure provider used for a particular Service may vary by:
Fusion Arc Hosting may add, remove, replace, or change infrastructure providers as reasonably necessary.
The identification of a provider in this SLA does not mean that every Fusion Arc Hosting Service is hosted through that provider.
Unless expressly stated otherwise, the Customer’s Service agreement is with Fusion Arc Hosting.
A Customer does not automatically become a contractual customer of an underlying:
merely because that provider supplies infrastructure used by Fusion Arc Hosting.
The Customer’s SLA rights are determined by this SLA and the Fusion Arc Hosting Agreement.
The Customer does not automatically receive or inherit:
unless Fusion Arc Hosting expressly agrees otherwise.
Unless expressly excluded by applicable product terms, this SLA may apply to qualifying active paid Fusion Arc Hosting Services including:
The SLA applies only to the qualifying Network and datacenter-power components associated with the applicable Covered Service.
This SLA does not automatically apply to:
unless Fusion Arc Hosting expressly states otherwise.
Fusion Arc Hosting uses automated and human-assisted monitoring for managed servers and managed infrastructure nodes.
Monitoring is designed to help Fusion Arc Hosting identify:
This monitoring forms part of Fusion Arc Hosting’s operational management and incident-response process.
Monitoring does not create an additional uptime guarantee or modify the 99.9% Network and Power SLA.
Fusion Arc Hosting’s automated monitoring systems generally perform health and availability checks at intervals of approximately:
59 seconds
for monitored servers, nodes, Services, or metrics where that monitoring interval is technically supported and configured.
Different monitoring components may operate:
The approximately 59-second monitoring interval is an operational monitoring target and configuration, not a contractual guarantee.
Fusion Arc Hosting does not guarantee that every problem will be detected within 59 seconds.
On applicable managed servers, automated monitoring may check the operational status of common hosting and system Services including:
The monitored Service list may vary according to:
Fusion Arc Hosting may add, remove, replace, rename, or modify monitored components without amending this SLA where the change does not materially alter the contractual Network and Power Availability commitment.
Applicable managed servers and infrastructure may also be monitored for storage-related conditions including:
Storage monitoring is intended to identify potential or actual infrastructure problems so Fusion Arc Hosting personnel can investigate.
The existence of storage monitoring does not guarantee that:
Fusion Arc Hosting may monitor managed servers and nodes for operational metrics including:
Thresholds may vary between:
A threshold being reached does not automatically mean that an outage or SLA violation has occurred.
Fusion Arc Hosting may use automated scripts, monitoring systems, rule-based detection, statistical analysis, artificial intelligence, machine-learning systems, large language models, or other automated technologies to assist with:
Automated systems are intended to assist Fusion Arc Hosting personnel.
Fusion Arc Hosting may use human review when evaluating or responding to alerts.
Automated monitoring or AI-assisted analysis does not create a guarantee that every problem will be:
When Fusion Arc Hosting monitoring identifies a condition meeting applicable alert criteria, the monitoring system may automatically generate an alert to Fusion Arc Hosting’s Network Operations Center (“NOC”) or other appropriate technical personnel.
Depending upon the condition, alerts may be delivered through:
Fusion Arc Hosting may prioritize alerts according to:
For significant alerts involving a managed server, managed node, or material Service-impact condition, Fusion Arc Hosting generally targets initial NOC acknowledgment or investigation within approximately:
5 minutes or less
after the alert is received by the applicable operational monitoring and escalation systems.
This is an operational response target.
It is not:
Actual NOC response may vary because of:
Fusion Arc Hosting’s monitoring systems provide an additional method of identifying infrastructure problems.
Customers should still report observed Service issues through:
A Customer may detect an issue before an automated monitoring system does.
Customer reports may assist Fusion Arc Hosting with:
No monitoring system can guarantee detection of every technical problem.
Monitoring may:
Fusion Arc Hosting may use multiple monitoring sources and human investigation when evaluating Service health.
Fusion Arc Hosting maintains a public Service Status system at:
status.fusionarchosting.com
The public Service Status system may be used to communicate information concerning:
Fusion Arc Hosting may also display Service Status information within the Customer Client Area.
Depending upon the incident and system capabilities, Customers may receive information through:
Automated monitoring may detect and internally alert Fusion Arc Hosting personnel before an incident is publicly posted.
Fusion Arc Hosting may reasonably investigate or validate an automated alert before publishing it as a confirmed public incident.
This helps reduce:
Confirmed or material Customer-impacting incidents may be published or updated through the public Service Status system and, where applicable, the Client Area.
Service Status pages and incident communications are intended to provide timely operational information.
They may contain:
Fusion Arc Hosting may update, correct, expand, or revise Service Status information as additional technical information becomes available.
A preliminary Service Status report does not create a contractual admission concerning:
Fusion Arc Hosting may use internally developed systems and third-party monitoring, alerting, observability, automation, AI, or infrastructure-management technologies.
Fusion Arc Hosting is not required to publicly identify every:
used to operate its monitoring environment.
This helps protect:
“Covered Network Infrastructure” means the network infrastructure reasonably necessary to provide connectivity to the applicable Covered Service and that is:
by Fusion Arc Hosting for delivery of the applicable Service.
Covered Network Infrastructure may include applicable:
“Network Availability” means availability of the Covered Network Infrastructure necessary for the applicable server, hosting node, or Service to communicate with the Internet through the network infrastructure provided or procured by Fusion Arc Hosting.
Network Availability does not mean that every independent network on the public Internet will always be able to reach the Service.
“Covered Power Infrastructure” means datacenter electrical-delivery infrastructure supplying power to the applicable physical server, node, rack, or hosting infrastructure.
Covered Power Infrastructure may be:
“Power Availability” means availability of datacenter-delivered electrical power to the applicable physical server or hosting node.
Covered Power Infrastructure may include applicable:
Power Availability concerns delivery of electricity to the applicable server infrastructure.
It does not guarantee continuous operation of the server’s own:
A server hardware failure occurring while datacenter power remains available does not constitute Qualifying Power Downtime.
“Qualifying Network Downtime” means a verified period during which the applicable Covered Service cannot communicate through Covered Network Infrastructure because of a failure within that infrastructure and no exclusion under this SLA applies.
Examples may include a qualifying failure of:
“Qualifying Power Downtime” means a verified period during which datacenter-delivered electrical power is unavailable to the applicable server or hosting node because of a failure within Covered Power Infrastructure and no exclusion under this SLA applies.
A server being offline does not by itself establish Qualifying Power Downtime.
A qualifying Network or Power failure may occur within infrastructure supplied by a third-party datacenter or infrastructure partner.
Where that Network or Power infrastructure is directly procured by Fusion Arc Hosting for the affected Covered Service, Fusion Arc Hosting may treat the verified interruption as Qualifying Downtime under this SLA even though Fusion Arc Hosting does not own the underlying facility.
Eligibility remains subject to all exclusions and requirements contained in this SLA.
When an incident involves third-party infrastructure, Fusion Arc Hosting may rely upon:
when determining whether Qualifying Downtime occurred.
Unless a Service-specific written agreement provides otherwise:
Monthly Availability =
(Eligible Minutes − Qualifying Downtime Minutes) ÷ Eligible Minutes × 100
Qualifying Downtime Minutes include verified qualifying Network or Power interruptions.
Where Network and Power interruptions occur simultaneously, the same minute is counted only once.
Eligible Minutes exclude periods excluded under this SLA.
Failure of server hardware does not automatically constitute Qualifying Network or Power Downtime.
Examples include:
Hardware systems are physical components and may fail during their operating life.
No hosting provider can reasonably guarantee that physical hardware will never experience a fault or failure.
Fusion Arc Hosting maintains monitoring, repair, replacement, redundancy, backup, migration, and recovery procedures intended to reduce the impact of hardware failures.
Where Fusion Arc Hosting confirms that a physical hardware component has failed and determines that physical replacement or equivalent hardware remediation is required, Fusion Arc Hosting generally targets completion of the physical replacement or equivalent hardware remediation within approximately:
6 to 12 hours
after the failure has been reasonably diagnosed and replacement has been determined necessary.
This timeframe is an operational target.
It is not:
The Hardware Replacement Operational Target begins after Fusion Arc Hosting has reasonably:
Time spent diagnosing whether an incident is caused by:
does not necessarily count toward the Hardware Replacement Operational Target.
Physical hardware replacement may depend upon:
For infrastructure located in facilities not directly staffed or operated by Fusion Arc Hosting, replacement work may require coordination with the applicable infrastructure or datacenter partner.
Completion of physical hardware replacement does not necessarily mean that the affected Service is immediately restored.
Additional recovery time may be required for:
Such recovery work is governed by the Support Policy, Backup Policy, and applicable Service terms.
Failure to meet the approximate 6–12 hour Hardware Replacement Operational Target does not by itself create entitlement to:
A separate hardware-replacement SLA applies only where expressly included in a Service-specific written agreement.
Storage failure does not automatically constitute Qualifying Network or Power Downtime.
This includes failure or degradation involving:
Backup and recovery matters remain governed by the Backup Policy.
Failure of an operating system does not constitute Qualifying Network or Power Downtime merely because the Service becomes unavailable.
Examples include:
Fully Managed Services may include troubleshooting and remediation according to the Support Policy.
Failure of hosting software does not automatically constitute Qualifying Network or Power Downtime.
Examples include failures involving:
Such incidents may receive technical assistance under the Support Policy but do not automatically qualify for Network or Power SLA credits.
A VPS or VDS hypervisor, virtualization-layer, or parent-node software failure does not automatically constitute Qualifying Network or Power Downtime unless the underlying cause independently qualifies as a Covered Network or Covered Power failure.
Fusion Arc Hosting may use:
to recover affected virtual Services.
Application failures do not constitute Qualifying Network or Power Downtime.
Examples include:
Downtime caused or materially contributed to by Customer configuration does not constitute Qualifying Downtime.
Examples include:
Service interruption caused by exhaustion of allocated resources does not constitute Qualifying Network or Power Downtime.
Examples include exhaustion of:
Resource usage remains governed by the Fair Usage Policy and applicable product terms.
Scheduled Maintenance does not constitute Qualifying Downtime.
Scheduled Maintenance may include:
Where reasonably practical, Fusion Arc Hosting may provide notice of maintenance expected to materially affect Service availability.
Failure to provide advance notice does not automatically convert otherwise legitimate maintenance into Qualifying Downtime.
Emergency Maintenance does not ordinarily constitute Qualifying Downtime.
Emergency Maintenance may be performed without advance notice where reasonably necessary to address:
Network interruption caused by malicious traffic does not automatically constitute Qualifying Network Downtime.
Examples include:
Fusion Arc Hosting may:
Protective security action does not automatically constitute an SLA violation.
Service interruption caused by reasonable enforcement of:
does not constitute Qualifying Downtime.
Service interruption caused by:
does not constitute Qualifying Downtime where the action is authorized by the Agreement.
Billing matters remain governed by the Refund & Payment Policy.
Fusion Arc Hosting does not control every network between the Customer and the hosting facility.
Failures involving:
do not constitute Qualifying Network Downtime where Covered Network Infrastructure remains available.
The fact that Network or Power infrastructure is physically owned or operated by an independent datacenter or infrastructure partner does not by itself exclude the incident from SLA consideration.
Where Fusion Arc Hosting directly procures the affected Network or Power infrastructure as part of the Covered Service, a verified outage may qualify subject to this SLA.
This distinction allows Fusion Arc Hosting to operate Services using:
without representing that Fusion Arc Hosting owns the underlying facility.
Failure of independent third-party Services not forming part of Covered Network or Power Infrastructure does not constitute Qualifying Downtime.
Examples include:
DNS propagation delays do not constitute Qualifying Downtime.
DNS availability may depend upon:
Domain:
do not constitute Qualifying Network or Power Downtime.
Domain matters are governed separately by the Domain Registration & Renewal Policy.
Individual email-delivery failures do not constitute Qualifying Network or Power Downtime.
Email may be affected by:
Backup and restoration matters are governed by the Backup Policy.
The following do not automatically constitute Qualifying Network or Power Downtime:
Support-response targets are governed by the Support Policy.
The approximate:
are operational targets and are not part of the 99.9% Network and Power SLA.
Failure to meet one of these operational response targets does not automatically create an SLA Service Credit.
Time required to:
does not automatically constitute Network or Power SLA downtime.
If the same incident independently includes verified Covered Network or Covered Power downtime, only the qualifying portion is ordinarily considered under this SLA.
Fusion Arc Hosting may use migration or recovery procedures when hardware or software fails.
This may include:
Recovery work itself does not create a separate Network or Power SLA obligation.
Events outside Fusion Arc Hosting’s reasonable control may be excluded from Qualifying Downtime according to the TOS.
These may include:
Fusion Arc Hosting may use:
when investigating an incident or determining whether Qualifying Network or Power Downtime occurred.
Fusion Arc Hosting technical records will ordinarily serve as the primary source for calculating SLA downtime.
The existence of an internal monitoring alarm does not by itself establish that an SLA-qualifying outage occurred.
A Customer’s inability to reach a Service does not by itself establish Qualifying Network Downtime.
Individual access problems may arise from:
The SLA generally begins only after the applicable Service has been provisioned and made available for Customer use.
Initial provisioning time does not constitute Qualifying Downtime unless an applicable written agreement expressly provides otherwise.
The SLA ends when the applicable Service is:
Time after termination or cancellation is not included in the SLA calculation.
Where Monthly Network and Power Availability falls below 99.9% because of verified Qualifying Downtime, the Customer may request a Service Credit.
Credits are calculated only against the recurring fee for the affected Covered Service.
They do not ordinarily apply to:
Unless a Service-specific agreement provides otherwise:
| Monthly Network and Power Availability | Service Credit |
|---|---|
| 99.9% or greater | No credit |
| Less than 99.9% but at least 99.0% | 10% of affected monthly recurring Service fee |
| Less than 99.0% but at least 95.0% | 25% of affected monthly recurring Service fee |
| Less than 95.0% | 50% of affected monthly recurring Service fee |
Where a Covered Service is billed:
the applicable monthly recurring fee may be determined by dividing the recurring Service charge by the number of months in the billing period.
Unless expressly stated otherwise, total SLA Service Credits for an affected Service for a calendar month may not exceed 50% of the affected Service’s monthly recurring fee.
Multiple qualifying events do not increase the maximum above this amount.
A qualifying incident involving one Service does not automatically create a credit for:
The same event may not generate duplicate:
for the same underlying incident.
Fusion Arc Hosting may offset another credit already issued for the same event.
SLA Service Credits are account credits intended for future eligible Fusion Arc Hosting charges.
Unless required by applicable law or expressly agreed otherwise, SLA credits:
Refunds are governed by the Refund & Payment Policy.
A Customer requesting an SLA Service Credit must submit a formal claim within seven (7) calendar days after the qualifying incident ends.
Late claims may be denied unless Fusion Arc Hosting voluntarily reviews the claim or applicable law requires otherwise.
Formal SLA Service Credit requests must be submitted through an authenticated Sales & Billing department ticket in the Fusion Arc Hosting Client Area.
The claim should include, where reasonably available:
Active technical outages should be reported through:
Reporting an active outage allows Fusion Arc Hosting to investigate the technical condition.
A Technical Support ticket, monitoring alert, NOC incident, Client Area notification, or Live Chat report does not by itself constitute a formal SLA Service Credit request.
Technical Support and the NOC handle the technical incident.
Sales & Billing handles the formal SLA credit request.
The affected Service and Customer account must generally be in good standing when an SLA claim is submitted.
A Service may be ineligible for SLA credits where:
Nothing in this section limits rights that cannot legally be waived.
Fusion Arc Hosting may review:
when determining whether an incident qualifies.
If only part of a reported incident constitutes Qualifying Network or Power Downtime, Fusion Arc Hosting may count only the qualifying portion.
For example, an incident may involve:
Only the qualifying Network or Power portion would ordinarily count toward the Network and Power SLA.
Fusion Arc Hosting may issue a courtesy credit even where an incident does not technically qualify under this SLA.
A courtesy credit does not:
To the maximum extent permitted by applicable law and subject to the TOS, the Service Credits described in this SLA are the sole and exclusive contractual remedy specifically provided for failure to satisfy the Network and Power Availability commitment.
Qualifying Downtime does not automatically create entitlement to:
All liability remains subject to the TOS.
Issuing an SLA Service Credit does not constitute an admission that:
SLA credits are not calculated according to alleged:
Credits are calculated solely according to this SLA and the recurring fee for the affected Service.
SLA credits and refunds are separate.
Qualifying Network or Power Downtime does not automatically entitle the Customer to:
Refund eligibility is governed by the Refund & Payment Policy.
Backup scheduling, recovery points, retention, restoration, and disaster recovery are governed separately by the Backup Policy.
A backup or restoration incident does not automatically create a Network or Power SLA violation.
The Support Policy governs:
This SLA does not convert:
into Network or Power Availability guarantees.
Fusion Arc Hosting may take actions authorized by the AUP and FUP even where those actions temporarily affect Service availability.
Such enforcement does not automatically create SLA liability.
For qualifying Reseller Hosting, any applicable SLA credit is issued to the Fusion Arc Hosting reseller account holder.
Fusion Arc Hosting does not automatically owe separate SLA credits directly to the reseller’s end users.
Fusion Arc Hosting may change:
as reasonably necessary to operate and improve the Services.
Such changes do not themselves constitute SLA violations.
Fusion Arc Hosting may move a Service to another:
when reasonably necessary.
The SLA does not guarantee that a Service will permanently remain with one physical facility, infrastructure provider, or hardware platform.
The 99.9% Network and Power Availability commitment is an SLA commitment with the Service Credit remedy described in this Policy.
It is not a representation that:
All physical hardware has the potential to experience failure during its operating life.
Fusion Arc Hosting uses reasonable monitoring, redundancy, maintenance, security, replacement, backup, migration, and recovery measures intended to reduce the effect of such failures, but does not represent that physical hardware or software is failure-proof.
A statement through:
does not amend this SLA unless expressly confirmed through an authorized written contractual process.
A technician’s or NOC representative’s statement concerning:
is an operational assessment or estimate and does not create an additional SLA guarantee.
An incorrect, incomplete, or preliminary statement by an individual employee, technician, NOC representative, automated monitoring system, or Service Status update does not by itself:
Fusion Arc Hosting may correct or update information when additional facts become available.
Nothing in this section limits rights that cannot lawfully be waived.
A particular Service may expressly provide:
Such terms apply only to the Service for which they are expressly provided and according to the order-of-precedence provisions in the TOS.
Historical availability above 99.9% does not increase the contractual commitment.
For example, prior availability of:
does not create a permanent right to that higher availability.
An upstream provider may advertise or contractually provide a:
Those upstream terms do not automatically expand the SLA Fusion Arc Hosting provides to its Customers.
Likewise, a change to an upstream provider’s SLA does not automatically modify this SLA.
Issuing an SLA or courtesy credit in one situation does not require Fusion Arc Hosting to issue the same credit where a later event does not qualify.
A prior credit does not create:
Fusion Arc Hosting may update this SLA as:
Material changes will be handled according to the TOS and applicable law.
Fusion Arc Hosting
A Fusion Arc Telecom LLC Company
PO Box 1766
Gypsum, Colorado 81637-1766
United States
Technical Support: support@fusionarchosting.com
Sales & Billing: sales@fusionarchosting.com
Active technical incidents should be reported through:
Current Service Status information may be available at:
status.fusionarchosting.com
Formal SLA Service Credit claims must be submitted through an authenticated Sales & Billing department ticket.
Fusion Arc Hosting may provide Services using:
Physical ownership of the datacenter is not required for the Network and Power SLA to apply.
Eligible Services generally receive a 99.9% Monthly Network and Power Availability commitment.
The commitment primarily concerns:
Fusion Arc Hosting generally monitors managed servers and nodes at intervals of approximately 59 seconds where technically supported.
Monitoring may include:
Monitoring may use:
Qualifying monitoring alarms may automatically alert Fusion Arc Hosting’s Network Operations Center.
For significant managed-infrastructure alerts, Fusion Arc Hosting generally targets initial NOC acknowledgment or investigation within approximately 5 minutes or less.
The monitoring interval and NOC response time are operational targets and are not SLA guarantees.
Confirmed or material Customer-impacting incidents may be communicated through:
status.fusionarchosting.com
and, where applicable, through the Customer Client Area and other Service communications.
Physical hardware failure is not automatically Network or Power SLA downtime.
Fusion Arc Hosting generally targets physical replacement or equivalent hardware remediation within approximately 6 to 12 hours after a hardware failure has been confirmed and replacement determined necessary.
The 6–12 hour timeframe is an operational target, not a guaranteed hardware SLA or Service Credit commitment.
The standard Network and Power SLA does not automatically cover:
Total SLA Service Credits are generally capped at 50% of the affected Service’s monthly recurring fee for the applicable calendar month.
SLA claims must generally be submitted within 7 calendar days after the qualifying incident ends.
Formal SLA claims must be submitted through an authenticated Sales & Billing department ticket.
SLA Service Credits are account credits and are the contractual remedy specifically provided for qualifying failure of the Network and Power Availability commitment, subject to the TOS and applicable law.
