We do our best in maintaining the uptime of our servers; however, even the best and most redundant backup systems are still susceptible to downtimes and failure.
No system is 100% perfect.
In the event of a network outage, a customer is entitled to claim credit on their next billing.
The amount of credit is determined per month by the following table:
Hours of downtime
% of credit
2 hours to 4 hours
4 hours to 12 hours
12 hours to 24 hours
24 hours to 48 hours
48 hours and beyond
In order to request credit, you must email us at firstname.lastname@example.org within seven (7) days after the last day of the calendar month in which the downtime occurred.
For example, if the downtime occurs during the month of December, we must receive your request for credit between January 1 and January 7.
Email notifications that are not sent within the first seven (7) days of the month immediately following the downtime will not be eligible for credit.
Customers must report any unscheduled downtime as it happens by emailing us at email@example.com for record keeping purposes.
Unverified downtime claims may not be entitled for credit, so we highly suggest reporting the downtime as it happens.
Your email reports will help validate your claim.
Only unscheduled downtimes are entitled for credit.
Scheduled or announced downtimes for the purpose of network upgrades or replacement of any equipment (in order to provide you a better service), are not entitled for credit.
Downtimes caused by the customer's equipment, applications, systems or gateways and/or the acts or omissions of the customer, third-party components whether within or outside our network or failure of third party services, are not entitled for credit.
As stated in section 8 of our Terms of Service, any downtime that is considered force majeure is not entitled for credit.