At SepCity we care about our clients' concerns and satisfaction. To address these issues, all of our products and services are backed the following guarantees.
99.9% Uptime Guarantee
This 99.9% uptime guarantee applies to any SepCity client in good financial standing at the time of a service outage.
Service Level Agreement
SepCity endeavors to have the content of your web site available for http access by any party in the world 99.9% of the time. Network downtime is defined as 99.999% packet loss from SepCity to its backbone providers. Downtime is measured after notification of network failure via SepCity’s online support request form. If the support request form itself is unreachable, the request must be submit by calling the SepCity Support Center. Your account representative will determine the end of the downtime by a traceroute to the customer's machine from outside the SepCity network.
We do not offer any refunds for our products or services. Our web hosting / ASP portal software service is based on month to month with no setup fees. If you cancel service in the middle of your payment term then the remaining balance will not be refunded.
In the event that your web site is not available for more than 99.9% in your current billing period, SepCity will credit the following billing month's fees as follows. Credits shall be as calculated below and as measured 24 hours a day in a calendar month (30 days), with the maximum credit not to exceed thirty (30) percent of the monthly service charge for the affected billing period.
|95% to 99.8%||5%|
|90% to 94.9%||10%|
|85% to 89.9%||20%|
|84.9% or below||30%|
In order for you to receive a credit on your account, you must request such credit within seven (7) days after you experienced the down time. You must request credit by sending an electronic mail message to email@example.com. For security, the body of this message must contain your account number, the dates and times of the unavailability of your website, ticket number, and other customer identification requested by SepCity. Credits will usually be applied within sixty (60) days of your credit request. Credit to your account shall be your sole and exclusive remedy in the event of an outage.
Credits shall not be provided to you in the event that you have any outage resulting from