We at Cloud Clusters Inc. make sure that our network has a 99.9% uptime and that's what we guarantee to our customers. Many possible situations are completely beyond the control of Cloud Clusters Inc. , and therefore are not in the scope of this Refund Policy. These situations include:
Cloud Clusters Inc. guarantees that in the event of a dedicated server hardware failure, the faulty hardware will be replaced within 4 hours of identifying the problem. In the event that this guarantee is not met, Cloud Clusters Inc. will issue a credit for ten times the actual amount of additional downtime. The amount of compensation may not exceed the customer's monthly recurring charge. This guarantee does not include the time it takes to perform additional software related maintenance, including rebuilding web accounts from backups or rebuilding raid arrays.
In the event that Cloud Clusters Inc. does not meet this SLA, Dedicated Hosting clients will become eligible to request compensation for downtime. If Cloud Clusters Inc. is directly responsible for causing the downtime, the customer will receive a credit for 10 times ( 1,000% ) the actual amount of downtime. This means that if customers server is unreachable for 1 hour (beyond the 0.0% allowed), you will receive 10 hours of credit. If Cloud Clusters Inc. is not directly responsible for causing the downtime, the customer will not receive a credit for 10 times ( 1,000% ) the actual amount of downtime.
All requests for compensation must be received within 8 business days of the incident in question. The amount of compensation may not exceed the customer's monthly recurring charge.