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This is an important page, it is also part of our Terms of Service (just slightly reworded). It is recommended that you keep a copy of this agreement, if it is changed, you will be notified via your Client Area.
We will attempt to achieve a 99.9% uptime or more for all our customers each month. If we do not achieve this, you will be entitled to credit on your account. The amount of credit you can receive depends on the amount of downtime suffered according to this scale:
Server Availability 99.9% to 100% 98% to 99.8% 95% to 97.9% 90% to 94.9% 89.9% or below |
Credit Percentage 0% 10% 25% 50% 100% |
We won't issue credit for the following reasons:
- The downtime is due to something outside of our control (examples: war, terrorism, explosion), or is due to software installed on your website being unavailable, misconfigured or broken;
- you cannot access our servers, unless they cannot be accessed because of something we have done;
- scheduled and emergency maintenance or upgrades;
- Domain Name Server (DNS) issues outside of our control;
- issues with FTP, POP, IMAP, or SMTP customer access;
- false SLA breaches where our monitoring tools have reported incorrectly;
- where you have wilfully broken our Terms of Service, the law or our Acceptable Usage Policy, or where you have withheld information, files or services which without your service would be inaccessible;
- e-mail or webmail delivery and transmission;
- DNS Propagation;
- outages elsewhere on the internet which we cannot control, including problems with your web browser which results in only you not being able to access your service
To apply for credit, you must open a support ticket through your Client Area within 10 Business Days (Mon-Fri, excluding Bank Holidays in the UK). We will check to see if you are eligible for credit using our logs and monitoring tools, if you are, we will apply credit to your account within 10 Business Days of us confirming the outage.
Credit won't exceed the amount you have paid for your service in that month. You can't use credit for anything other than our services, and the credit will be automatically applied to the next generated invoice by our system. We will only offer credit, unless you request a refund as part of our 30 day money back guarantee.