ALL WEBSITES WITH MANAGED HOSTING COME WITH FOLLOWING SLAs
Service Credit Conditions
The total value of service credits issued for any service in any one (1) month cannot exceed 100% of the monthly fees paid for that service, or monthly fees on a pro-rata basis if the payment period is not monthly.
Requests for service credits must be submitted in writing to our billing department within 5 business days of the related incident.
You must open a support case during the failure in question, including detailed information about the problem experienced and steps to reproduce the error symptoms. In most circumstances this will be considered as the start time for the downtime.
Service credits will not be aggregated if multiple failures overlap; you will receive credit as applicable only to the service component which we identify as the root cause.
Service credits are non-transferable and may only be applied to future service delivery on the account they’re issued to, and cannot be exchanged for cash or other forms of payment. Any outstanding or previously accrued service credits will be forfeited upon cancellation of the Customer’s account.
All downtime measurements will be exclusively at our discretion, and our sole decision in respect of service credit entitlement and amount will be final and binding.
Accounts that are past-due, have been in payment arrears two (2) or more times in the previous twelve (12) months, or have outstanding HOSTING violations, waive any right to claim under this SLA.
Excludes periods of scheduled and emergency maintenance.
Where multiple servers are load balanced in a cluster configuration, this SLA shall only apply in the event the entire cluster experiences downtime as defined within each SLA section, because a load balanced cluster is intentionally designed to be fault tolerant and allow one or more servers to be offline without service impact.