This is a starting draft prepared for Sector 1 Solutions Inc. It is not legal advice. Have it reviewed by a lawyer licensed in your jurisdiction before publishing.
Uptime commitment
We aim for 99.9% network and server availability per calendar month for all hosting services, measured by our monitoring system. Availability excludes the items listed under Exclusions below.
Service credits
| Monthly uptime | Credit |
|---|---|
| 99.0% to 99.9% | 10% of that month’s fee |
| 95.0% to 99.0% | 25% of that month’s fee |
| Below 95.0% | 50% of that month’s fee |
Credits are applied to your account for future invoices and are your sole remedy for downtime. Credits must be requested within 30 days of the affected month.
Exclusions
- Scheduled maintenance announced at least 24 hours in advance (normally under 4 hours per month).
- Issues caused by your application, code, configuration or third-party services.
- Suspension for non-payment or breach of policy.
- Force majeure events outside our reasonable control, including upstream provider or DNS failures.
- DDoS attacks against your services.
Support response
We aim to respond to tickets within 2 hours for priority plans and within 12 hours for standard plans, 24 hours a day, 7 days a week.