CloudAccess.net guarantees Network and Power Infrastructure up-time to be 99.9% per month. This guarantee assures that all major routing devices within our network are reachable from the global Internet 99.9% of the time. Up-time is broken down into monthly increments. 99.9% up-time per month equates to up to 43 minutes of unplanned downtime per month. (http://en.wikipedia.org/wiki/Uptime).
Many possible situations are completely beyond the control of CloudAccess.net, and therefore are not in the scope of this SLA. These situations include:
In the event that CloudAccess.net does not meet this SLA, CloudAccess.net clients will become eligible to request compensation for downtime. A customer is limited receive 1 day of credit for each 1 hour of downtime past the allotted monthly downtime. Credit time is always rounded to the next highest number. This means that if your Joomla! site is unreachable for more than 1 minute past the 99.9% monthly up-time guarantee you can request a credit to your account.
Monthly service fee / Number of days in the month= Daily service fee
Example: $19.95 a month / 30 days = $0.67 a day
Daily service fee x Number of hours down over allotted 43 minutes per month = Credit to account
Example: $0.67 x 3 hours = $2.01 credit
CloudAccess.net is not responsible for loss of any of your business during or from an outage.
All requests for compensation must be received within 5 business days of the incident in question. The amount of compensation may not exceed the customer's monthly recurring charge. This SLA does not apply for any month that the customer has been in breach of CloudAccess.net Terms of Service or if the account is in default of payment.