Legal
Our hosting plans guarantee a monthly uptime of 99.9%. In the event of temporary outages, you should not have to pay for the downtime, but occasionally unforeseen problems with servers or certain software may occur, which may result in short service interruptions.
Cloud Center is committed to a monthly uptime of at least 99.9%. If, exceptionally, your operating level falls below this threshold, your account will be credited accordingly.
Also, in most cases, except in emergency situations, Cloud Center will send you email notifications about maintenance and update operations that need to be performed periodically. If these notices are sent at least 2 hours before the service interruption, those periods will not be included in the uptime guarantee. Maintenance is critical to the safety of our servers and applications, both in the interest of the company and our customers.
How is crediting done in case of temporary service outage?
| Outage duration | Uptime | Credit |
|---|---|---|
| Interruption between 0 and 42 minutes / month | 100% – 99,9% | No credit |
| Interruption between 42 minutes and 7 hours / month | 99,9% – 99% | 25% |
| Interruption between 7 hours and 14 hours / month | 99% – 98% | 50% |
| Interruption between 14 hours and 1.5 days / month | 98% – 95% | 75% |
| Interruption of more than 1.5 days / month | < 95% | 100% |
Service unavailability is calculated from the date and time the customer reports the outage to the date and time the Cloud Center confirms the restoration of functionality.
To request account credit, the customer must contact the technical department and make a request to this effect. The technical team will verify that the unavailability was correctly reported by the customer and calculate the time elapsed between the notification and confirmation of the fix.
The crediting of the account will be done percentageally, relative to the monthly fees, in the form of discounts applied to the following invoices.
The guarantee of network availability does not apply in cases where the failure is not dependent on the Cloud Center. These cases include, but are not limited to: congestion in Internet nodes, wrong settings of telecommunications companies, blocking of the customer's IP in the firewall, improper use of the services by the customer, use of inappropriate applications, cases of force majeure or interruptions of electric current.
The Terms and Conditions of use of hosting services must also be followed.
