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Service Level Agreement (SLA)

 

At Server Yard, we are committed to providing you with quality web hosting services on a reliable network backed by a 99.9% uptime guarantee and 30-day money-back guarantee. We are so confident about our services, that we feel we should not offer our valued clients anything less.

30-Day Money-Back Guarantee

In the event that for any reason you feel you are not satisfied with our services, we'll refund 100% of your money. This does not include any fees assessed due to account changes (e.g. upgrades), set-up fees and domain registration fees. These fees are non-refundable.

24/7 Customer Support

We provide customer technical support 24 hrs a day, 7 days a week through our trouble ticket system. Support is also available via realtime chat available on our web site. Phone support is available during normal business hours.

99.9% Uptime guarantee

We guarantee that your web site will be up and running 99.9% of the time. If you get any downtime or failure due to Server Yard's network fault, we will credit a percentage of your next month fee. This uptime guarantee covers the following:

  • Scheduled maintenance is excluded in this guarantee.
  • This guarantee takes effect if the network is down for more than 30 minutes during a 30 day billing cycle.
  • Network uptime means that all network infrastructure including routers, switches and cabling are functioning properly. It does not include services or software running on your server (which could bring your web site down).
  • Network downtime exists when a particular customer is unable to transmit and receive data and we record such failure in our trouble ticket system. Network downtime will be measured from the time such failure is recorded to the time it is fully resolved.

In case any such uptime failure exeeds 99.9%, Server Yard will credit the customer 5% of the recurring fee for each 30 minutes of downtime, up to 100% of customer's monthly fee on the next invoice payable by the customer.

Note: Our guarantees do not apply to delinquent or suspended customers

By using our services, the customer agrees to be bound by Server Yard's AUP.

 

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