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FSH-Metal - Service Level Agreement (SLA)

Last updated: December 5, 2025

This SLA is part of the agreement between Four Seasons Hosting LLC d/b/a FSH Metal (“Provider”) and the customer (“Customer”). It works together with the Master Services Agreement, Terms of Service, Acceptable Use Policy, and Privacy Policy. Provider may update this SLA; continued use constitutes acceptance.

Covered Services

  • VPS Hosting
  • Game Server Hosting
  • Web Hosting
  • Colocation (network and power availability for colocated equipment)

Service Levels

1) Network Availability

  • Target: 99.99% monthly availability.
  • Qualifying event: >10 consecutive minutes of Provider-caused network unreachability to the affected service.

2) Control Panel Availability

  • Target: 99% monthly availability.
  • Qualifying event: >20 consecutive minutes of control panel inaccessibility while the server remains reachable by IP.

3) Hardware Availability

  • Applies to Provider-owned hardware used to deliver the service.
  • Qualifying event: Provider hardware failure causing >5 consecutive minutes of downtime.

4) DDoS Mitigation

  • Target: mitigate within 5 minutes of attack detection.
  • Qualifying event: failure to mitigate within target causing downtime to the affected service.

5) Colocation Power (where contracted)

  • Target: redundant power availability per the Service Order.
  • Qualifying event: loss of contracted power for >5 consecutive minutes not caused by Customer equipment.

Exclusions

  • Planned maintenance announced in advance (email or status page) with reasonable notice.
  • Customer-caused issues: misconfiguration, excessive resource use, insecure code, or actions that exceed allocation.
  • Third-party software faults: crashes, plugins, or scripts not provided by Provider.
  • Force majeure: events outside Provider’s reasonable control (utility failures, extreme weather, governmental action, large-scale Internet routing incidents, force majeure DDoS beyond mitigation capacity).
  • Suspension/abuse: downtime during suspension for nonpayment or AUP/ToS violations.

Credits (Sole Remedy)

  • For each full hour of qualifying downtime, Customer receives 1 day of service credit, capped at the monthly recurring charge for the affected service.
  • Credits are applied to future invoices and are the sole and exclusive remedy for SLA deviations.

Claim Process

  1. Open a support ticket within 7 days of the incident with timestamps and impact description.
  2. Provider reviews and confirms eligibility; fraudulent or incomplete claims are denied.
  3. Credits, if approved, are applied to the affected service only and are non-transferable and non-refundable.

Measurement & Communication

  • Availability is measured by Provider’s monitoring systems.
  • Target initial response to support tickets: 30 minutes (not a guarantee).
  • Incident updates will be provided via ticket or status page during material events.

Applicability

  • SLA applies only to direct Customers of FSH Metal and only to the specific service experiencing the qualifying event.
  • If multiple exclusions apply, the SLA does not apply.

By using our services, the Customer acknowledges and agrees to this SLA. Provider remains committed to reliable, high-quality service.