Net Ninjas guarantees 99.9% service up time on all web hosting plans. Should we fail to deliver this for any given calendar month, your account will be refunded a pro-rated amount for the duration of excessive downtime, according to the following table.
| Availability | Credit | Downtime |
|---|---|---|
| 99.99% – 100% | 0% | 0 to 4.32 minutes |
| 98% – 99.98% | 10% | 4.32 mins to 14 hrs 24 mins |
| 95% – 97.9% | 25% | 14 hrs 24 mins to 36 hrs |
| 90% – 94.9% | 50% | 36 hrs to 72 hrs |
| 89% or below | 100% | more than 72 hrs |
If the up time guarantee of a web site is less than 99.9%, Net Ninjas will issue credit to the hosting member in accordance with the above “Service Level Agreement” credit schedule, with the credit being calculated based on the monthly service charge for the affected service.
Hours of Coverage
Web hosting support is provided by the Net Ninjas Support Team Monday through Friday, 8 am to 5 pm Australian Eastern Standard Time, on regular business days. Ticket support is available 24/7 with best effort reply times, emergency support is available 24/7 via the support ticket system.
