HostMatix's guarantee of 99.9% service uptime allows for 60 nonconsecutive minutes of (HTTP) service outage per month as defined here. HostMatix will not be held responsible for Service Outages resulting from non-HostMatix operated equipment including, but not limited to, Internet NAP failures or congestion (MAE East, MAE West, etc.) and backbone failures. Additionally, HostMatix will not be held responsible for delays in the registration or transfer of a domain due to InterNIC related issues, for outages resulting from malfunctioning customer scripts or applications that are installed by the customer, nor for unusual traffic spikes or "denial of service" attacks on customer Web sites.

Refunds will be issued upon request by the customer and upon determination that a service outage, as defined by this guarantee, has occurred. Refund requests must be made within fifteen (15) days of the issuance of the invoice that represents the time period during which the service outage took place. Regardless of the number of outages, all refunds are limited to one month's hosting service fees and do not include excess usage fees or other nonstandard recurring charges.

Additionally, service outages will not include downtime due to Acts of God, nor for outside security breaches. Finally, HostMatix will not be held liable for service outage damages resulting in the loss of prospective profits or anticipated sales or as a result of expenditures, investments, or commitments in connection with the business.

Also SLA is guaranteed for the server being online and running, not the services that is running on it, which includes the common services as email, web or ftp. It only applies for the server being completely offline as not being accessible on the net by ping or traceroute.



We stand behind our network's 99.9% reliability with the most aggressive refund policy in the industry. While our competition offers only 7-20% discounts for downtime, HostMatix refunds up to 100%. See the chart below for a comparison of our refund policy, versus those of our competitors.

Company	Length of Outage	Compensation
Service Provider 1	60 minutes	7 %
Service Provider 2	60 minutes	10 %
Service Provider 3	60 minutes	15 %
HostMatix	60 minutes	50 %
Service Provider 1	120 minutes	10 %
Service Provider 2	120 minutes	15 %
Service Provider 3	120 minutes	20 %
HostMatix	120 minutes	100 %

We will refund 50% of your monthly fee for a network service outage equal to or greater than 60 continuous minutes. After an additional 60minutes, we will refund another 50%, for a total of 100% of your monthly fee. *

To receive your credit for a qualified network service outage, please contact us and report the outage via e-mail within 15 days. The following information must be included in your e-mail: Company Name, Account Number, Daytime Contact information and Date/Time of outage.

*Refund not to exceed one month credit