Our SLA policy is as follows:

To report a server outage, you must open up a support chat or e-mail report when the SLA timer begins. In the event we did not meet our SLA at the end of the month, please open up a billing ticket referring the outage tickets and we'll be glad to credit your account.

The way the SLA credits work is as follows:

For every 0.1% percent of downtime outside of our SLA, we will credit you 10% of your bill. Therefore, for shared hosting in the event we had a SLA of 99.8%, we would credit you 10% of your monthly bill. In the event we had a SLA of 99.7%, we would credit you 20% of your bill. For Enterprise Hosting, if the SLA was 99.98%, we would credit you 10% of your bill and so on.

We can only promise the SLA of the server, the SLA does not cover scheduled maintenances, routing issues outside our network, websites that exceed their resource usage or code problems with your website.