Service Level Guarantee. 9.1 Our network consists of multiple redundant paths and redundant equipment which enables us to offer 99.9% network availability. This excludes scheduled maintenance, emergency maintenance, DDoS attacks, force majeure and hardware failures within your server. 9.2 We shall use Our reasonable endeavours to make available to You at all times the Server and the Services but We shall not, in any event, be liable for interruptions to the Service or down-time which is beyond our control. 9.3 We are so confident in our infrastructure that we will offer you credit against your account to compensate for any failures on our end to meet this service level. The maximum credit you can claim will not exceed the monthly xxxx for the server or service (pro-rata). We will compensate you with one day of credit for your server or service for every 24 hours of downtime due to network or power. 9.4 You will need to make your claim within 15 days of the failure in question. Your claim must be made by submitting a ticket through your customer portal to our billing department. The ticket must clearly show evidence of outage, date of outage, start time and end time. If a ticket has not been raised to inform us of an outage, we will be unable to process your claim. 9.5 We shall have the right to suspend the Services at any time and for any reason, generally without notice, but if such suspension lasts or is to last for more than 30 days You will be notified of the reason. Our service level guarantee is not applicable under this clause.
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Samples: Terms and Conditions, Terms and Conditions, Terms and Conditions
