Our commitment
We guarantee that the network connectivity and power supply of your Wickerz service are available at least 99.99 % of each calendar month. This corresponds to a maximum of about 4 minutes and 23 seconds of unavailability in a 30-day month.
This agreement applies to all dedicated servers, game servers, storage servers, VPS plans and web hosting plans with a paid, active billing period.
How availability is measured
A service counts as unavailable when it cannot be reached over the network because of a fault in our network, power supply or host hardware, as confirmed by our monitoring or by our investigation of your report. Unavailability starts when the fault begins or when you report it, whichever is earlier, and ends when the service is reachable again.
Service credits
If availability in a calendar month falls below the commitment, you receive a credit on the monthly price of the affected service:
| Monthly availability | Credit |
|---|---|
| Below 99.99 % | 5 % |
| Below 99.9 % | 10 % |
| Below 99.5 % | 25 % |
| Below 99.0 % | 50 % |
Credits are given as additional service time: we extend the paid period of the affected service by the credited share of a month, for example three days for a 10 % credit. The total credit per month is capped at 50 % and is not paid out in cash.
Exclusions
The following does not count as unavailability:
- Planned maintenance announced to you by email at least 48 hours in advance.
- Faults caused by your software, configuration or use of the service, including an operating system that no longer boots.
- Measures we take under the acceptable use policy or our terms of service, such as suspension for non-payment or abuse.
- Temporary null-routing of an address under an attack that threatens the stability of the network.
- Events outside our reasonable control, such as natural disasters, acts of authorities or failures of upstream networks beyond our edge.
How to claim a credit
Email [email protected] within 30 days after the end of the affected month, with your order number and the approximate times of the outage. We will confirm the measured availability and apply the credit.