Service Level Agreement
We recognize that downtime can be costly and reflect poorly on your business. As such, we offer an SLA to customers on the Premier and Enterprise Plans.
We will provide compensation in the form of a refund to your credit card (if you have one on file) or a service credit toward future payments (if you do not have a credit card on file) if certain uptime goals are not met and you are a qualifying plan and request a refund.
We define uptime as the percentage of time during a Usage Period HTTP, HTTPS, FTP, FTPS, and SFTP services are available on ports 80, 443, 21, 990, and 22 on at least one server in the IP Pool for your site.
The IP Pool for your site is defined as the full set of IPs returned by DNS when resolving your Files.com subdomain or associated custom domain, if any.
You may need to make multiple DNS queries to retrieve the full set of IPs in the IP Pool.
The uptimes of these 5 services as computed by Wormly (or another monitoring system we may choose to engage) will be averaged together to compute an overall uptime.
If uptime during a Usage Period is below 99.9%, you are entitled to refund or service credit equal to 50% of your last Usage Period payment (not including any Usage fees).
If uptime during a Usage Period is below 99.5%, you are entitled to refund or service credit equal to 100% of your last Usage Period payment (not including any Usage fees).
No refund will be given if Files.com determines, in its sole and reasonable discretion, that you breached any part of our Terms of Service. SLA refund requests must be made during the Usage Period immediately following the qualifying downtime.
Scheduled downtime for maintenance and other purposes is not counted against uptime for purposes of this SLA. Scheduled downtime is defined as those times when Files.com notifies you of periods of downtime at least five (5) days prior to the commencement of such downtime.
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