Service Level Agreement
We will credit your next invoice with the equivalent of 1 day’s hosting fees for each 60 minutes of unscheduled downtime (up to 100% of your fees for the month in which the outage occurs). It doesn’t matter why—any time your websites, email or databases are offline or not functioning as a result of a failure in our systems, data center, or network is considered downtime, and we begin counting from the minute you open a support ticket or email email@example.com.
That’s it, we have designed our SLA to be ultra-simple. Please note that the our SLA does not cover coding or configuration errors on your part, and like all hosts, we may schedule occasional maintenance windows that will affect the availability of some services. We’ll post notification of scheduled maintenance before it happens, and since we operate clusters of servers, maintenance that causes downtime should be rare.
You are not entitled to a credit for downtime or outages resulting from denial of service attacks, virus activity, hacking attempts, or any other circumstances that are not within our control.
To receive a credit, you must request a credit within thirty (30) days following the end of the outage.