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Sectorlink sets its standards high and works hard to accomplish 100% uptime so clients can feel confident of the reliability of our service.
If, in one month , the average uptime of services is less than 100%, Sectorlink will will issue a credit upon request to customer's account in the amount of 5% of the customer's monthly bill after the first 30 minutes of total verifiable downtime and 5% for each 30 minutes of total verifiable downtime thereafter. This is not to exceed the the total monthly invoice for the current month.
There might come a time when you cannot access your web site or any other service. This is not necessarily due to Sectorlink. Perhaps your ISP is experiencing technical difficulties, or there might be a routing problem between your ISP and Sectorlink, making communication difficult or impossible. We cannot bear the responsibility of such problems. Sectorlink uptime is measured by our statistics software and equipment and is the only means allowed for verifiable downtime. Sectorlink is not able to use third party uptime service reports provided by customers.
Outages that occur due to issues including but not limited to : customer custom scripting or coding (e.g., CGI, Perl, HTML, ASP, etc), customer installed programs or server applications, any customer negligence, customer willful misconduct, or customer use of Services in breach of our Terms of Service do not apply to this guarantee.
Sectorlink will on occasion make upgrades to servers and/or networking equipment. Such maintenance will be performed during Maintenance Windows. Clients will receive at least 24 hours advance notice of any maintenance window via the Network Operations Page of our web site. If an emergency arises related to security and/or server patches, Sectorlink can perform emergency maintenance without 24 hour notice. Any downtime that occurs during a scheduled or emergency maintenance window shall not be counted towards Sectorlink's Uptime Guarantee.
How to request a credit
To request a credit you, the customer, must send your request details to Sectorlink by sending an e-mail to billing@sectorlink.com. All requests must include domain name and the dates and times of the unavailability of web site and must be received by Sectorlink within 30 days after the end of the calendar month. Credits will be applied within 7 days after Sectorlink's receipt and verification of the credit request and will be applied to the next billing date. Credits are not refundable upon cancellation and can be used only towards future billing charges. |
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