Kenotronix offers a 99.98% service uptime guarantee on its products. If we ever fail, you get 15% of your monthly hosting fee back for every 15 minutes of downtime that month. This is OUR 15/15 uptime guarantee.
Uptime is defined as servers powered, connected to the Internet, and responding to ping. Credible downtime excludes service interruptions caused by: (1) periodic maintenance or repairs that we may undertake from time to time, of which you have been notified or made public through the Kenotronix announcement; (2) emergency maintenance, (3) interruptions caused by you from your configuration, custom script, coding or installation of third party applications; (4) failures which do not affect the appearance of your website but simply affect access to your website such as FTP and email; (5) causes beyond our control or which are not reasonably foreseeable; (6) failures related to the reliability of certain programming environments, (7) distributed denial of service (DDOS) attacks, and (8) problems caused by your physical location.
In the event that the downtime exceeds 15 minutes in a particular month (as determined solely by us), you may request a credit of 15% of your monthly hosting charge for that month for each 15 minutes of downtime. , up to a maximum credit of 100% of your monthly hosting costs. You are responsible for reporting an outage and must request a credit within five (5) days of experiencing an outage.
Credit is lost if your service is terminated. Credit has no cash value and cannot be converted into a refund. Credit can only be used towards the purchase of other products and services from Kenotronix, and does not include applicable taxes. Credit is your only recourse in the event of unavailability.
This agreement is governed by and incorporated into the Kenotronix Standard Terms of Service.