Service Level Agreement
Due to our extensive network infrastructure, Server Mania can provide its customers with a 100% Network Uptime Guarantee. In the event that any service does not experience 100% uptime in a given month, Server Mania will credit 5% of customer's base monthly service fee for the first hour of downtime and subsequently an additional 5% for each hour of downtime thereafter with a maximum of an 80% refund.
Any emergency scheduled downtime taken by Server Mania will not apply towards this downtime calculation, nor to the credit calculation. This guarantee applies to Server Manias network uptime and not to any hardware, software or services running on a customer's server.
Account credits will be issued when an SLA credit request is made by the client. All requests for credits must be made within 3 days of the incident. All requests for credits must be made by creating a support ticket at https://surge.servermania.com.