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This policy was last updated on: September 20th, 2025. Read in No Distraction Mode.
This Service Level Agreement (the "SLA") is an integral part of your agreement with DigitalFyre Internet Solutions, LLC., a Massachusetts Limited Liability Company ("DigitalFyre") for the provision of services (collectively the "Services") set forth on the Service Order.
This SLA defines the terms of our responsibility with respect to the Services that we provide (the "Service Commitments") and your remedies in the event that we fail to meet these Service Commitments. This SLA and the refunds set forth herein (the "Service Credits") represent DigitalFyre's sole obligation and your sole remedy for our failure to meet such Service Commitments.
The Service Commitments under this SLA are as follows:
DigitalFyre guarantees 100% network uptime for our public Internet network, excluding scheduled maintenance. Notwithstanding the foregoing, you recognize that the Internet is comprised of thousands upon thousands of autonomous systems that are beyond the control of DigitalFyre.
This SLA and the 100% Network Uptime Service Commitment cover the provision of access by DigitalFyre to the global internet "cloud". Routing anomalies, asymmetries, inconsistencies and failures of the Internet outside of the control of DigitalFyre can and will occur, and such instances shall not be considered any failure of the 100% Network Uptime Service Commitment.
DigitalFyre proactively monitors network uptime. The results of these monitoring systems shall provide the sole and exclusive determination of network uptime.
DigitalFyre's datacenter partners guarantee 100% uptime for critical infrastructure systems, including power delivery (UPS, PDU, generators) and environmental systems (HVAC, cooling). While DigitalFyre does not directly manage these facilities, we select providers who offer enterprise-grade SLAs and maintain redundant infrastructure.
"Critical infrastructure" does not include customer-facing software, services running on servers, or the servers themselves.
Downtime due to critical infrastructure issues at the datacenter level is excluded from DigitalFyre's SLA credit eligibility but may be reviewed at our discretion.
DigitalFyre proactively monitors infrastructure availability. The results of these monitoring systems shall provide the sole and exclusive determination of infrastructure availability.
DigitalFyre guarantees the functioning of all server hosts, including compute, storage, and hypervisor systems. If a server host fails, we are committed to initiating recovery procedures and restoring service within one hour of problem identification.
In most cases, this includes applying hardware repairs or failing over to alternate infrastructure. If a full server migration is required due to host degradation, we will notify affected customers - typically with at least 24 hours' notice - unless urgent action is needed to prevent data loss or extended disruption.
Customers will be informed throughout the process until restoration is complete.
DigitalFyre proactively monitors host availability. Internal monitoring systems provide the sole authoritative measurement for determining host uptime compliance.
DigitalFyre is not responsible for the performance, security, or stability of third-party applications, control panels, CMS platforms, plugins, or scripts installed by the customer.
Support for these applications is outside the scope of our SLA unless explicitly stated in a managed service agreement. Clients are responsible for updating, securing, and configuring any software they deploy on their systems.
Any service degradation or downtime caused by third-party software does not qualify for SLA compensation.
Most Linux distributions require periodic reboots to apply kernel-level updates and security patches. DigitalFyre recommends the use of KernelCare or equivalent technologies to minimize reboot-related downtime.
For managed servers, system reboots required for maintenance or security purposes will be scheduled in coordination with the customer whenever possible. In emergency situations, reboots may occur without prior notice to protect system integrity.
For unmanaged servers, all responsibility for system updates, reboots, and software patching lies solely with the customer. DigitalFyre does not monitor or apply updates to unmanaged environments.
This SLA applies only to services and infrastructure directly managed by DigitalFyre, including:
The following third-party platforms and services are explicitly excluded from this SLA:
While these services are externally managed and outside DigitalFyre's direct control, we will make reasonable efforts to assist affected clients and, where possible, reimburse for extended outages at our discretion.
Uptime claims and service credits related to third-party providers will be reviewed case-by-case and are not guaranteed.
DigitalFyre works with trusted datacenter partners who provide remote hands support for rapid hardware replacement in the event of failure. In most cases, hardware components are replaced within 1 to 4 hours of incident identification, depending on the complexity of the issue and availability of replacement parts on-site.
Hardware is defined as the Processor(s), RAM, hard disk(s), motherboard, Network Card, and other related components included under your server rental.
DigitalFyre will refund 5% of the monthly service fee for every 30 minutes of downtime (up to 100%) if replacement takes longer than four hours from the time the failure is either reported to or discovered by, and acknowledged by, DigitalFyre's Support Staff.
All SLA claims must be submitted through a support ticket within 7 days of the downtime incident. The ticket must contain a full description of the issue and any relevant log data or evidence of the failure.
Failure to open a ticket within this timeframe will render the request ineligible for credit. All credits, if approved, will be issued as service credits against future invoices and will not be refunded as cash.
The amount of credit issued will be based on the severity of the outage, as outlined in the table below:
The following conditions are excluded from this SLA and do not qualify for service credits:
DigitalFyre may use internal and external monitoring tools, and local logs to verify any reported outage or availability issue.
DigitalFyre will make reasonable efforts to notify affected customers in advance of any scheduled maintenance performed by our upstream datacenter providers or network carriers that may impact service availability.
Whenever possible, maintenance notices will be provided at least 24 hours in advance via the client portal, status page, or registered email address.
While scheduled maintenance may result in temporary service interruptions, such downtime is excluded from SLA compensation eligibility.
DigitalFyre reserves the right to issue service credits at its sole discretion outside the scope of this SLA. Such discretionary credits are considered goodwill gestures and do not represent a waiver or modification of this SLA or any future obligations.
We may update this Privacy Policy from time to time. Any changes will be posted to this page and, where appropriate, notified to existing clients via email or client portal notice.
Policy Updates and Historical VersionsThis policy was last updated on: September 20th, 2025. The update does not reflect a change in service or data practices, but is intended to provide additional clarity and transparency.All clients will be notified of relevant policy updates through the client portal. Historical versions of our policies are available to existing clients upon request.
