|
We are
pleased to offer a 100% uptime guarantee. If for some reason your server
is offline, we will issue a pro-rated refund to your hosting account
as a future credit to future hosting services for the actual amount
of time offline. The following exclusions apply:
- If your
service is disabled for breach of contract, or non-payment of hosting
services, there is no refund for downtime
- Scheduled
Maintenance periods for which we notified you at least 24 hours in
advance via e-mail sent to the technical contact e-mail address on
your account with us, there is no refund for downtime
- The
only ports that apply are Port 21, 22, 25, 5190, 80, 110, 143 and
443. Downtime is considered whereby all ports are non-responsive.
If just a single port is non-responsive, then there is no refund for
downtime
- If customer
has intentionally brought the server offline by removing configurations
on the server, deleting configuration files, or any other malicious
action to prevent the server from operating, then there is no refund
for downtime.
Downtime
is based upon the server itself being offline, which means none of the
ports are responding to requests. A Domain Name Registration, or not
being able to access your server because your domain name has expired
with your registrar, even if we are that registrar, does not equate
to a server being offline as you can still access the server on all
ports using your temporary domain, or IP Address.
A pro-rate
refund is calculated based upon the actual time offline in increments
of 15 Minutes. If a server is offline for 2 minutes, we will pro-rate
a refund for a minimum of 15 minutes offline to your account as a credit
towards future invoices.
The Credit
must be requested by the customer. There may be instances where a server
burped, and this is the nature of hardware. Offline time may have been
30 seconds. We do not activlye monitor burps and issues credits based
upon burps. If a burp occurs, we will be able to check the logs to see
if there was any downtime, but you will need to make that request to
us. The request needs to include the following:
Your Customer
Number:
Your User ID:
Your Name:
The Date and Time you saw a downtime:
We will
then investigate the downtime, and if the server was offline with exception
to the exclusions above, we will issue the credit to your account.
This Uptime
Guarantee is a Pilot Program, and is subject to change or removal.
|
