Service Level Agreement (SLA)

30 DAY MONEY BACK GUARANTEE
If for any reason you are dissatisfied with us, we will refund your hosting fees at any time during the first 30 days since you have signed up for an account with us. You can email and receive a full refund for your hosting plan.

• Domain Name Registration:
  Domain name registrations are non-refundable. As changes are no longer allowed after the registration request is submitted, customers should check for correct spelling before buying their domain name.

SERVICE GUARANTEES
99.9% Network Uptime Guarantee
Outpower Hosting guarantees that your website will be up and running at least 99.9% of the time during any 12-month period. This guarantee includes network uptime, server uptime, web server and service uptime. However, we cannot be held responsible for upstream problems outside of our network and areas where Outpower Hosting has no direct influence, such as backbone provider failures, fibre-optic main line cuts, DNS or Registrar problems with subscribers domain names, routing problems between clients location and our data center. The uptime guarantee is also not applicable if the service interruption was caused by any natural or unnatural events that Outpower Hosting cannot directly influence. Outpower Hosting may temporarily deny or terminate service upon clients failure to pay their charges when due.

Outpower Hosting will guarantee 99.9% network stability uptime. This, however, does not refer to problems stemming from:

• Server Hardware Breakdown
• User error(s) or purposeful interruption(s) (e.g. if the client shuts his/her own server down, Outpower Hosting is not responsible for the downtime)
• Failures due to software that is not explicitly supported by Outpower Hosting Consequently, if a hardware crash provoked by the customer happens, Outpower Hosting has no responsibility for the resulting downtime.

Network Outages or Unexpected Downtime is any unplanned or unexpected interruption in the network availability due to a hardware, software, network connectivity or data center problem, during which a 100% packet loss is experienced.

• Unexpected Downtime Compensation - Outpower Hosting will compensate the owner of an account that has experienced downtime for more than 8 hours during the entire calendar year. The compensation will be one month of hosting services for free.

Scheduled Downtime is any scheduled interruption of services for the purpose of network upgrades, or replacement of any equipment in order to provide a better service for you. Scheduled downtime occurs during notified downtime periods, with as many warnings sent in advance as possible via e-mail or posted on our news section at a minimum 24-hour notice.

SUPPORT RESPONSE GUARANTEE
Outpower Hosting guarantees our customers 24/7 support via any of the available support channels listed in our support section. Each ticket logged through the customer control panel is replied to within no more than 8 hours after it has been received. E-mail help requests are also accepted and will receive a reply in no more than 8 hours.