We do have a Service Level Agreement (SLA) and this can be found here
. Our SLA is inline with others within the same industry but we prefer to use common sense when there is a problem requiring a refund to our customers.
As an example, in our early days (before our sophisticated monitoring was in place) a customers server had a RAM problem and crashed. We were unaware until the customer notified us by phone, the server was down for a total of 15 minutes which would have meant zero refund under our SLA. Instead, we gave the customer a full refund for the month and put a system in place to ensure the same thing couldn't go unnoticed again in the future.