Guarantee

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

Guarantee Coverage

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 trace route to the customer's machine from outside the SepCity network.

Refund Policy

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.

Account Credits

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.

Monthly Uptime Credit
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 by clicking here. 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.

Restrictions

Credits shall not be provided to you in the event that you have any outage resulting from

  • Scheduled maintenance as posted from time to time at SepCity, (usually during Midnight on Sundays)
  • Your behavior or the performance or failure of your equipment, facilities or applications.
  • Circumstances beyond SepCity’s reasonable control, including, without limitation, acts of any governmental body, war, insurrection, sabotage, embargo, fire, flood, strike or other labor disturbance.
  • Unavailability of interruption or delay in telecommunications or third party services, including DNS propagation, domain name registration / transfer.
  • Failure of third party software or hardware
  • Inability to obtain raw materials, supplies, or power used in or equipment needed for provision of your web site.
  • Outages elsewhere on the Internet that is beyond our control. SepCity is not responsible for browser or DNS caching that may make your site appear inaccessible when others can still access it.
  • A client breaking any item in SepCity’s "Terms of conditions of use policy" causing a machine to fail as a result.