Uptime SLA

Uptime Guarantee / Service Level Agreement

MechanicWeb guarantees all of our services to have at least 99.9% uptime. In the unlikely event that we do not meet this in a given month, we will credit a percentage of the affected client's monthly service fee based on the following tiers. That is, if your server is not available for the guaranteed duration time in a given month, we will provide you with a pro-rated credit for the downtime.

Many hosts offer “uptime guarantees” but make no mention of what happens if they do not meet their posted uptime figure. We stand behind our network reliability by offering you a pro-rated credit for any downtime in accordance with our uptime SLA. Service credits are calculated as follows:

Shared Hosting / Reseller Hosting / 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

Managed VPS / Managed 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

Note that this guarantee applies to unscheduled outages only. Outages due to a planned maintenance are unlikely, but in rare cases (e.g. if we need to shut down the server to replace a hardware), it might occur. In all but the most urgent cases, we will post a notice on our website and send out an email notifying of the maintenance to be carried out. If a notice is published at least two hours prior to service interruption, the outage does not qualify for uptime guarantee.

Terms

• Only one valid claim can be made per calendar month.
• All SLA credits will be issued as service credits for usage in future invoices.
• Account must be in good standing & not in violation of our Terms of Service.
• For managed VPS / Managed Dedicated Server, uptime SLA applies to hardware and network uptime only.
• Claims to be made by opening a ticket from the Client Area within the first 7 (seven) days of the month for the outages in the previous month. Back credits will not be applied.

Exceptions

• Any planned maintenance work is exempt from this guarantee.
• Unmanaged VPS and unmanaged dedicated servers are exempt from this guarantee.
• 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, acts of God.
• Clients currently in arrears for services do not qualify for SLA claims.
• Clients participating in malicious activities, thereby causing attacks or counterattacks, do not qualify for SLA claims.