rSyncIT Service Level Agreement

Service Level Agreement

99.9% Uptime Guarantee

rSyncIT strives to maintain an 99.9% server uptime. This uptime is calculated on a monthly basis and is solely calculated by rSyncIT / Softlayer monitoring system or by any rSyncIT authorized monitoring service. If we fail to maintain the promised 99.9% uptime guarantee, customers are entitled to the following pro-rated refunds on a case-to-case basis:

  • 99.8% - 10% off from the monthly package price
  • 99.7% - 15% off from the monthly package price
  • 99.6% - 20% off from the monthly package price
  • 99.5% - 25% off from the monthly package price
  • 99.4% - 30% off from the monthly package price
  • 99.3% - 40% off from the monthly package price
  • 99.2% - 50% off from the monthly package price
  • 99.1% - 60% off from the monthly package price
  • 99.0% - 80% off from the monthly package price
  • <99.0% - 100% off from the monthly package price

30-Day Money Back Guarantee

We guarantee every new customer an unconditional 30 day money back guarantee. Only the following products are covered by this guarantee:

  • Shared Backup Packages
  • Reseller Backup Packages

This Guarantee does not apply to any services or solutions provided by rSyncIT including licenses and setup fees. You are also not entitled for any refund if you break any of our Terms.

Exceptions:

  • Network attacks, floods, hacks, denial of service, distrubuted denial of server from other parties
  • Circumstances beyond human control, including, without limitation, acts of any governmental body, war, insurrection, sabotage, embargo, fire, flood, earthquake, tornado, strike or other labor disturbance etc.
  • Routing Issues
  • Backbone issues
  • Scheduled maintenance for hardware/software upgrades
  • Software bugs/flaws
  • Major DNS provider issues from major providers
  • Client breaches rSyncIT Terms