If your web site's downtime is more than a cumulative of 12 hours per month, we will credit the amount of downtime over 12 hours in the form of a credit note. Downtime is referred to as our network equipment being down. We do not possess control over the Internet; therefore we cannot guarantee that you will be able to access your site due to circumstances beyond our control. We guarantee that our network will be functioning 99.99% of the total time per month. We feel the remaining .01% each month allows us time for maintenance, repairs and unforeseen events that may arise.
For each period of 60 minutes that an incident effects your website as inaccesible C & C Advanced Online Services Ltd will refund 10% of your monthly fee (up to 100% of your monthly fee) for the affected website.
In order for you to receive a credit on your account, you must request such credit within ten (10) days after you experienced the down time by sending an email to sales@advonlserv.com. For security, the body of this email must contain your account username, the dates and times of the unavailability of your website, and any such other customer identification. Credit notes will usually be sent to you within thirty (30) days of your credit request. A credit note shall be your sole and exclusive remedy in the event of an outage.
Please note that each down time will be confirmed with the company monitoring our network to ensure their validity before any credits are given out.
Restrictions
Credit notes shall not be provided to you in the event that you have any outage resulting from:
(1) Scheduled maintenance as posted from time to time at our website, forums or customer service portal;
(2) Your behavior or the performance or failure of your equipment, facilities or applications;
(3) Circumstances beyond C & C Advanced Online Service's reasonable control, including, without limitation, acts of any governmental body, war, insurrection, sabotage, embargo, fire, flood, strike or other labor disturbance, interruption of or delay in transportation, unavailability of interruption or delay in telecommunications or third party services, including DNS propagation, domain name registration/transfer or failure of third party software or hardware;
(4) A client breaking any item in C & C Advanced Online Service's Ltd Terms and Conditions causing a machine to fail as a result