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 give 10% of your monthly service cost per hour of downtime, with a minimum of 45 minutes. This total is rounded to the nearest hour. See the examples below:
- Your service is down for 1 hour and you pay $10.00 /mo - We will add $1.00 of credit to your account upon request
- Your service is down for 15 minutes and you pay $10.00 /mo - You are not eligible for credit until the downtime exceeds 45 minutes
- Your service is down for 45 minutes and you pay $10.00 /mo - We will round to the nearest hour amount (1 hour) and credit you $1.00 (10% of your monthly total)
- Your service is down for 1 hour for maintenance and you pay $10.00 /mo - We will not provide credit for outages as part of maintenance
When do we provide credit?
- Outage lasts longer than 45 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.