We strive to provide a 99.9% service uptime, excluding upgrades, planned or emergency server maintenance, for example Windows updates, or conditions beyond our reasonable control, including, but not limited to, fire, flood, virus attacks and hacking, or failure of third-party software. We shall notify all customers of planned maintenance, as far in advance as possible, via our status page. If the period of planned maintenance should exceed 20 minutes we shall inform you via email.
If we fail to deliver this SLA in any calendar month with unscheduled service unavailability, as shown by our own monitoring, we will, upon request, credit a full month's cost to your account. To make a claim please email firstname.lastname@example.org
We cannot make any guarantees for any denial of service (DoS) attacks against a website or any customer actions that lead to technical issues.
This guarantee is not applicable if you have any outstanding payments on your account or if you have been late paying for the invoice for when the disruption occurred.