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, 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:
The 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.
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.
“Network Availability” means the availability of the provider-controlled network path necessary for the applicable server or hosting node to communicate with the Internet through the Fusion Arc Hosting or upstream datacenter network.
Covered Network Infrastructure may include applicable:
Network Availability does not mean that every network on the public Internet will always be able to reach the Service.
“Power Availability” means the availability of datacenter-delivered electrical power to the applicable physical server or hosting node.
Covered Power Infrastructure may include applicable:
Power Availability concerns the delivery of electrical power by the facility to the applicable server infrastructure.
It does not guarantee the continuous operation of the server’s own:
A server hardware failure occurring while datacenter power remains properly available does not constitute Qualifying Power Downtime.
“Qualifying Network Downtime” means a verified period during which the applicable Covered Service cannot communicate through the provider-controlled network because of a failure within the Covered Network 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 the Covered Power Infrastructure and no exclusion under this SLA applies.
A server being offline does not by itself establish Qualifying Power Downtime.
Fusion Arc Hosting may review:
to determine whether a qualifying power interruption occurred.
Unless a Service-specific written agreement provides otherwise, Monthly Network and Power Availability may be calculated as:
(Eligible Minutes − Qualifying Downtime Minutes) ÷ Eligible Minutes × 100
Qualifying Downtime Minutes include verified qualifying network or datacenter-power interruptions.
Where a network and power interruption 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 Downtime under this SLA.
Examples include:
Fusion Arc Hosting will use reasonable efforts to investigate and repair or replace failed infrastructure according to the applicable Service and Support Policy.
However, hardware-repair or hardware-replacement time is not part of the standard 99.9% Network and Power Availability commitment unless an applicable Service expressly includes a separate hardware-replacement SLA.
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, but the incident remains separate from the standard Network and Power SLA.
Failure of hosting software does not automatically constitute Qualifying Network or Power Downtime.
Examples include failures involving:
Fusion Arc Hosting may investigate and repair supported software under the Support Policy.
Such incidents do not automatically qualify for SLA credits under this Network and Power SLA.
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.
These procedures remain governed by the applicable Support Policy, Backup Policy, and product terms.
Application failures do not constitute Qualifying Network or Power Downtime.
Examples include:
The underlying network and datacenter power may remain fully available even though an application is not functioning.
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 is 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 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 Fusion Arc Hosting’s Covered Network remains available.
Fusion Arc Hosting may obtain network and datacenter infrastructure from third-party upstream providers.
Where an upstream provider operates infrastructure that Fusion Arc Hosting directly procures as part of the Covered Network or Power Service, Fusion Arc Hosting may consider a verified upstream network or power failure when evaluating an SLA claim.
However, an event remains subject to:
Not every third-party outage automatically constitutes Qualifying Downtime.
Failure of independent third-party Services does not constitute Qualifying Network or Power 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 not part of the 99.9% Network and Power SLA.
Failure to meet a support-response target does not 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 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 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:
to determine whether Qualifying Network or Power Downtime occurred.
Fusion Arc Hosting’s technical records will ordinarily serve as the primary source for calculating SLA downtime.
Customer-provided evidence may also be reviewed where relevant.
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 or Live Chat report does not by itself constitute the formal SLA Service Credit request.
Technical Support handles the incident.
Sales & Billing handles the 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 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 support obligations 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 on one physical infrastructure 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:
Fusion Arc Hosting does not guarantee 100% availability.
A statement through:
does not amend this SLA unless expressly confirmed through an authorized written contractual process.
A technician’s statement concerning:
is an operational estimate and does not create an additional SLA guarantee.
An incorrect statement by an individual employee or technician does not by itself:
Fusion Arc Hosting may correct mistaken information when identified.
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 rules in the TOS.
Historical uptime above 99.9% does not increase the contractual commitment.
For example, prior availability of:
does not create a permanent right to that higher availability.
Issuing an SLA 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 Live Chat or a Technical Support ticket.
Formal SLA Service Credit claims must be submitted through an authenticated Sales & Billing department ticket.
Eligible Services generally receive a 99.9% Monthly Network and Power Availability commitment.
The commitment primarily covers:
The standard SLA does not automatically cover:
Total SLA 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.
