3.1 If we fail to meet the Uptime Guarantee, upon request you will receive SLA Credits as described below:
3.1.1 For all of our hosting services, you will receive SLA Credits equal to five percent (5%) of your Monthly Subscription Value for each full hour (120 minutes) of Downtime. Downtime shall be calculated based on our monitoring.
SLA Credits will not exceed the Monthly Subscription Value for the month in which we failed to meet our Uptime Guarantee.
To claim an SLA Credit under this SLA, Customer shall send FastCow a notice, via email addressed to [email protected], containing the following details:
4.1 Claims must be submitted within 30 calendar days after the incident.
4.2 All claims will be verified against FastCow ‘s system records. Should FastCow dispute any period of unavailability alleged by Customer, FastCow will provide to Customer a record of the SLA Service availability for the applicable period. FastCow will provide such records only in response to claims made by Customer in good faith. FastCow will only dispute any claims in good faith and shall cooperate with Customer to resolve any dispute related to any such claims disputed by FastCow.
4.3 Accounts must not be past due when requesting an SLA credit. Account credits are issued to your account to be used for future service and will be automatically applied to newly created invoices.
FastCow is not responsible for any outage to the extent resulting from the following, which would all therefore not be included in the calculation of the Uptime Guarantee:
Please note that FastCow is dependent on third-party providers such as Cloudflare and is not responsible for any issues resulting from those providers.