Service Level Agreement

Last updated: January 31, 2026

This document serves as a set of guidelines to inform decision-making within FAULIO service to better understand the support services provided by FAULIO service. The document is limited in scope since it sets the official policy for providing help through the Support Center. By setting down these policies and channeling requests for help through the Support Center we hope to provide better service, have an accurate profile of user needs, and demonstrate the appropriate level of staff needed to handle the volume of requests.

FAULIO does not provide support for general coding issues involving server administration, design or programming. For this kind of support, you will have to revert to the relevant provider.

FAULIO does not provide support for the third-party plugins. Please contact the original provider of the service as the terms of their relevant SLAs shall apply

Who Is Covered Under This Agreement

This agreement is intended to cover FAULIO service, including:

  • Service Management

  • Support Department

  • Technical Department

Methods of Contact

The Support Center (support@whitepeaks.fr) acts as a central point of contact for all technical support, including service questions, migration interruptions, assisted migration, requests, and troubleshooting.

Customers may send an e-mail at support at www.whitepeaks.fr .

Hours of Operation

Our Support is available Monday – Friday, 8am – 12am, Greenwich Mean Time (GMT+2) (“Business Days”) and Saturday – Sunday 9am – 12am, Greenwich Mean Time (GMT+2) (“Weekends”)

Requests can be submitted by e-mail at support@whitepeaks.fr 24 hours a day.

Response Period

The guaranteed response period is 2 hours. The actual response period may be shorter depending on the volume of requests at any point in time.

Network SLA Exclusions

Scheduled Maintenance

We may require from time to time the ability to perform maintenance on the network. We will provide notification via email to the nominated technical contact.

Software Maintenance

Ideally clients will experience little or no downtime with software upgrades and maintenance, however we cannot guarantee it. Notifications will be sent to the clients technical contact prior to work being undertaken.

Malicious Attacks

If a third party not associated with us initiates a "Denial of Service" or other form of disabling attack against your hosting or major portions of our core network, we will do everything in our power to stop the attack, but cannot guarantee a resolution time.

Legal Actions

In the case that a legal action is taken against a customer of ours and we are required to act in accordance with the order, we shall not be responsible for any SLA damages.