You pay us for services rendered.  When services haven't been rendered, you shouldn't have to pay. It's that simple.

We rarely have server issues that result in downtime, but on occasion, we will encounter a hardware or software issue that may cause a brief service interruption.

In all but the most urgent cases, we will send out an email notifying customers of maintenance that is to be performed. When notice is sent at least two hours prior to service interruption, the outage does not qualify for our uptime guarantee.

Service credits are calculated as follows (all times are stated in downtime per month):

• Less than 45 minutes (100% - 99.9% uptime) -- No credit
• 45 minutes to 3 hours 30 minutes (99.9% - 99.5% uptime) -- 5% credit
• 3 hours 30 minutes to 7 hours 15 minutes (99.5% - 99% uptime) -- 10% credit
• 7 hours 15 minutes to 14 hours 30 minutes (99% - 98% uptime) -- 15% credit
• 14 hours 30 minutes to 1.5 days (98% - 95% uptime) -- 25% credit
• Greater than 1.5 days (less than 95% uptime) -- 100% credit

Contact our billing department to request a service credit in accordance with our Guarantee. Service credits issued for downtime and are issued in the form of credits to your account, and will be automatically applied to future invoices. Cash refunds will not be issued as a result of downtime. Our guarantee does not include downtime that is out of our control, including but not limited to: upstream network outages, internet backbone congestion, outages caused by acts of god, and facility power failures. Account must also be in good standing and not in violation of our TOS or Acceptable Use policies.