 99.9%
Uptime Guarantee
MetaPros is proud to offer a 99.9% uptime guarantee.
We realize that you are serious about your online business,
and we are serious about ensuring that it is always accessible:
at any time of the day or night, 365 days a year. We will
do whatever it takes to ensure that we meet or exceed
this guarantee, and we are certain that our network hardware
and software infrastructure can perform at such near-100%
availability levels. If your site is ever down for over
45 cumulative minutes per month, you will be awarded complete,
prorated credit for the downtime.
To request downtime credit, simply contact billing@metapros.net,
noting the exact timeframe of the suspected downtime,
plus your account login, domain, and the server it is
on. Include your route trace log files that indicate a
problem at the server.
Why 45 minutes? The 45 minute accumulated downtime
per month has been reserved for matter such as server
hardware and software upgrades, which are required to
be performed from time to time in order to maximize server
performance.
To prevent abuse as well as to clarify the specifics of
the uptime guarantee program, the following ruleset applies:
-
"Downtime"
shall be defined as any given server not responding
to ping requests within its Local Area Network for
a period exceeding 5 minutes. Any other situation
does not constitute a downtime per this program.
-
In
order to receive credit, the customer must submit
a written request, as detailed above, within 7 days
of the suspected downtime.
-
Prorated
credit shall be applied only if it is $2 or above
for any given month.
-
Credit
shall be remitted in increments of $1 only, rounded
down from $X.50 and rounded up from $X.51.
-
Credit
shall be applied towards future account hosting fees
only.
-
Credit
shall be calculated as prorated monthly cost of the
client's single primary/main account held with MetaPros
only.
-
Credit
shall be calculated based on 15 minute increments
(rounded down) of accumulated downtime over 45 minutes
per month.
-
For
dedicated server/co-lo customers,
a) The credit shall be applied as based on server
co-location/service/bandwidth fees only.
b) The credit shall not be applied if the customer
has, either directly or indirectly, caused its server
to fail. This may include, but is not limited to,
executing administrative commands incorrectly or not
limiting server bandwidth usage to amounts that the
given hardware can comfortably handle.
-
MetaPros'
server uptime records shall be always authoritative
and binding.
-
The
maximum credit liability of MetaPros shall not exceed
one (1) month primary/main account hosting fees of
any client (one month of service/bandwidth fees for
hosting/dedicated server users).
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