We give a guarantee that our data center power and HVAC and our network will be functional 99.9% of the time on any given month except in the following circumstances:
Any time before the problem is reported to our support team by you.
Emergency maintenance windows and scheduled maintenance windows.
Planned migrations.
Server shutdown as a result of account suspension.
Factors beyond our control e.g. force majeure events and failure of your ISP or our upstream providers.
Software that is running within your virtual servers.
Actions by third parties such as viruses, denial of service attacks or server compromises.
When our Terms of Use have been violated.
When there are errors in user activity.
Should we fail to meet the above guarantee, you can make a claim for a credit of the following value:
For servers that are covered by the 1000% SLA: a value of ten times the prorated rental any downtime of the affected services beyond the 99.9% guarantee of uptime. This up to a maximum of 100% of your monthly rental amount for the affected service in any one month.
For other servers: a value of the prorated rental for any downtime of the affected services beyond the 99.9% guarantee of uptime. This is up to a maximum of 100% of your monthly rental amount for the affected services in any one month.
We guarantee that our data center power and HVAC, and our network will be functional 100% of the time in any given month except in the following circumstances:
Scheduled maintenance windows that have been announced 24 hours prior to the maintenance time.
Migrations that have been scheduled one week earlier and lasting not more than 6 hours.
Server shutdown as a result of account suspension.
Factors beyond our control e.g. force majeure events, failure of your ISP or our upstream providers.
Software that is running on your virtual servers.
Actions by third parties like viruses, denial of service attacks or server compromises.
When our Terms of Use have been violated.
Errors resulting from user activity.