Uptime SLA

Uptime Guarantee / Service Level Agreement

We stand behind our network reliability in accordance with our uptime SLA. If the uptime SLA is not met in any given month, we will reimburse you with service credits for the downtime based on the monthly cost of the service. Service credits are calculated as follows:

Hosting (Shared, Reseller, Semi Dedicated, VPS, Quasi Dedicated) / Hosted Email

• 99.9% - <100% Uptime: No Credit
• 99.5% - <99.9% Uptime: 5% Credit
• 99.4% - <99.5% Uptime: 10% Credit
• 99.3% - <99.4% Uptime: 15% Credit
• 99.2% - <99.3% Uptime: 25% Credit
• 99.1% - <99.2% Uptime: 50% Credit
• 99.0% - <99.1% Uptime: 75% Credit
• Less than 99% Uptime: 100% Credit

Dedicated Server

• 99.9% - <100% Network Uptime: 5% Credit
• 99.5% - <99.9% Network Uptime: 10% Credit
• 99.0% - <99.4% Network Uptime: 15% Credit
• 98.0% - <98.9% Network Uptime: 20% Credit
• 95.0% - <97.9% Network Uptime: 25% Credit
• Less than 95% Network Uptime: 100% Credit

Outages due to planned maintenance are unlikely but might occur in rare cases (e.g. if we need to shut down the server to replace faulty hardware). In all but most urgent cases, we will post a notice on our website and notify you via email. If a notice is published at least two hours prior to the maintenance, the outage does not qualify for this SLA.

Terms & Exceptions

• Only one valid claim can be made per calendar month.
• Outages due to planned maintenance are exempt from this SLA.
• Outages due to issues beyond our control, including but not limited to DDoS attacks, upstream network outages, internet backbone congestion, facility power failures, natural disasters, and acts of God, are exempt from this SLA.
• We reserve the right to deny a claim if an abuse was committed. Customers in arrears, grace periods, or in violation of our Terms of Service may not qualify for the SLA.
• Claims are to be made by opening a ticket from the Client Area within the first 7 (seven) days of the following month. Back credits will not be applied.