1. Commitments
- Network availability: To confirm per calendar month.
- Hardware replacement after a confirmed hardware fault: To confirm.
- Support first-response targets: see the table below.
2. How availability is measured
Measurement method
Network unavailability means your server cannot send or receive traffic because of a fault in the Offerhost network (AS208220). Incidents are published on the status page.
3. Service credits
Credit table: To confirm
Credits are capped at To confirm of the affected service's monthly fee, are applied to your next invoice, and are not paid out in cash.
4. Support response targets
| Priority | Example | First response |
|---|---|---|
| Critical | Server or network down, no workaround | To confirm |
| High | Service degraded or partly unavailable | To confirm |
| Normal | Configuration help, questions | To confirm |
| Sales & billing | Quotes, invoices, account changes | To confirm |
5. How to claim
Open a support ticket within To confirm after the end of the month in which the incident happened, with the affected server and the times of the outage.
6. Exclusions
- Scheduled maintenance announced at least 48 hours in advance on the status page.
- Faults caused by your software, configuration or actions, including a server you have taken offline.
- Null-routing or filtering of traffic during a DDoS attack, as described on the DDoS page.
- Suspension under the Terms of Service or Acceptable Use Policy.
- Force majeure.