Noah M.Sometimes we may experience unplanned outages that affect your service. We understand this is inconvenient and strive to avoid these, but sometimes circumstances outside of our control may cause an outage. In these cases, we will try to "make it right" by issuing a credit to your account upon request. This credit will not be added to your account automatically.
How do we calculate how much credit to give you?
We use a tiered system based on the total duration of any single unplanned outage. Once an outage exceeds 30 minutes, you become eligible for a service credit based on the following tiers.
- Tier 1 (Minor Disruption): For downtime between 30 minutes and 4 hours, we will credit 25% of your monthly service cost.
- Tier 2 (Significant Disruption): For downtime greater than 4 hours but less than 12 hours, we will credit 50% of your monthly service cost.
- Tier 3 (Major Outage): For downtime of 12 hours or more, we will credit 100% of your monthly service cost.
When do we provide credit?
- Outage lasts longer than 30 minutes
- The outage is a result of an unplanned event (not maintenance)
- The request is reasonable and timely (cannot be late or for downtime that didn't occur)
- The downtime is not caused by an account issue
- If your service is suspended, your website is broken, etc
How do I request credit?
Open a ticket with the Accounts & Billing team with the following information:
- The approximate time and length of the outage
- The affected service
We will automatically apply credit to your account, which can be used towards your service renewal or a new service of your choice. This credit will not expire.