In order to be eligible for an SLA account credit, customers must: (1) have account in good standing, and (2) submit ticket through helpdesk requesting SLA credit. Account credits will not be issued in cases of (1) scheduled downtime or maintenance, (2) interruption to service due to non- or late-payment, TOS violations, and abuse notifications, and (3) ISP and local connectivity problems. SLA credits will be issued based on the monthly renewal price of the affected plan according to the following schedule:
| Uptime | SLA Credit |
|---|---|
| 99.9%+ | Guaranteed |
| 99.8% | 10% |
| 99.7% | 20% |
| 99.6% | 30% |
| 99.5% | 40% |
| 99.4% | 50% |
| 99.3% | 60% |
| 99.2% | 70% |
| 99.1% | 80% |
| 99.0% | 90% |
| < 99.0% | 100% |
