99.9% Network Uptime Guarantee

Servers24 guarantees that the Customer’s services will be up and running at least 99% of the time during any 12-month period. This guarantee includes network and server uptime. However, we cannot be held responsible for upstream problems outside of our network and areas where Servers24 has no direct influence, such as backbone provider failures, fiber-optic main line cuts, DNS or Registrar problems with subscribers’ domain names, routing problems between a client’s location and our data center. The uptime guarantee is also not applicable if the service interruption was caused by a natural or unnatural event that is not directly under the control (or jurisdiction) of Servers24 may temporarily deny or terminate the Service upon client’s failure to pay their charges at due time.

Servers24 guarantees 99% Servers24’s network uptime and 99% server stability uptime. This, however, does not refer to problems stemming from:

Server Hardware Breakdown

User error(s) or purposeful interruption(s) (e.g. if a client shuts his/her own server down, Servers24 cannot be held responsible for the downtime)

Failures due to software that is not explicitly supported by Servers24 If a hardware crash provoked by the customer consequently happens, Servers24 has no responsibility for the resulting downtime.

Network Outages or Unexpected Downtime is any unplanned or unexpected interruption in the network availability due to hardware, software, network connectivity or data center problem, during which a 100% packet loss is experienced.

Scheduled Downtime is any scheduled interruption of the services for the purpose of network software/hardware upgrades, or replacement of any network equipment in order to be provided better service for the customers. Scheduled downtime occur within pre-notified downtime periods, with as many warnings as possible sent via e-mail minimum 24-hour in advance.