99.9% Service Guarantee

[amorangi]

My site has been down for most of the last couple of days. Initially due to hardware failure, but then my site was not restored from backup till I asked for it to happen!
Now, presumably, my site is on a different server, but which one I don't know as there is nothing in the accounts section to indicate which one.

After having to reset all my passwords and recreate all the SQL users my site ran breifly, if slowly. But then last night I stopped getting any response whatsoever. I raised a ticket but now, still, I don't know the status of my site - all I am getting is time-outs.

Clearly, I have been failed in the 99.9% service guarantee. Will I receive any refund for this frustration?

[the_ancient]

here is the agreement

Service Level Agreement (SLA)


Here at Jaguar Technologies LLC we use only top quality servers, switches, and routers. This translates into great reliability and uptime. As a result, within our own
server farm and facilities that are under our own control and management,
we guarantee that our network will be up and functioning 99.99% of the time
per month. We also have a 100% Data Center systems guarantee.

To be eligible for this SLA, your account must be in good standing. All requests for credit or refunds should must fulfill these requirements:
- Request must be submitted using the ticket system
- Request must be submitted within 7 days of the issue in question
- Your request must include a ticket number to reference that shows the issue being reported and acknowledged.

Network Guarantee
We guarantee that the network will be available 99.99% of the time in a given month (this does not include functionality of software/services on a server), excluding scheduled maintenance. If network downtime exceeds 0.01% the customer will be refunded 5% of their monthly fee for every 60 minutes of downtime, up to 100% of the customer's monthly fee.

Network uptime includes functioning of all network infrastructure including routers, switches and cabling, but does not include services or software running on your server.

We are not responsible for outages or circumstances beyond our control that hinder access to your site or server. The following are excluded from the monthly calculation of Service Availability:
- Scheduled downtime or maintenance
- Traffic conditions on the internet
- ISP or local problems such as Browser or DNS caching
- DDoS, Attacks, Exploits or hacked servers
- An outage from an upstream facility outside of our network
- Interruptions or failure of individual service caused by client, their employees, client's customers, friends, or family to their service.
- Inaccurate installation or configuration of software by the client or non-Jaguar Technologies LLC staff, 3rd party software, client abuse or over utilization of resources.

[Vin DSL]

Clearly, I have been failed in the 99.9% service guarantee. Will I receive any refund for this frustration?

I cannot answer for JagPC, et al, but the way I always look at it is:

Let's say you have a X5 account...

$7.95/mo x 12 = $95.40/yr = .26/day x (the last couple of days) = .52

Is 52-cents out-of-pocket worth it?

[JPC-Greg]

The problem has gone beyond a hardware one from what I understand , yes we will take care of you. PM me your site/domain name.