Service Level Agreement
The SLA is our guarantees to you. This document was last updated 10/20/09.
99.9% Uptime Guarantee
Uptime refers to the amount of time that the services are available. ItsJustHosting guarantees an uptime of 99.9% with all shared, reseller, VPS and dedicated hybrid packages for any given month, measured only by ItsJustHosting's internal monitoring. ItsJustHosting's uptime guarantee does not apply to downtime from server maintenance, hardware failure, software/hardware upgrades/downgrades, or reboots, domain name server problems outside of ItsJustHosting's control, problems with FTP, IMAP, POP or SMTP access, downtime due to your actions, problems with your web browser, DNS or any other systems that make it appear as if the services are not available. Should ItsJustHosting not be able to maintain 99.9% uptime for any given month, ItsJustHosting will credit a percentage of the monthly fees paid by you for that given month. This credit does not apply to fees paid for any add-ons, including domain names, dedicated IPs, and WHM access, software installations or management packages. The percentage of credit to be awarded is outlined below.
99.9% to 100% uptime will result in a credit of 0%
99.8% uptime will result in a credit of 5%
99.7% uptime will result in a credit of 10%
99.6% uptime will result in a credit of 25%
99.5% uptime will result in a credit of 50%
99.4% uptime will result in a credit of 75%
99.3% and below uptime will result in a credit of 100%
To claim the credits, you must contact ItsJustHosting by submitting a support ticket to ItsJustHosting's billing department. Only claims made through this method of contact (support tickets) will be considered. ItsJustHosting must receive your request for SLA credit within 7 (seven) days after the downtime incident, and your request must include the date and time(s) of the downtime, as well as the IP address of the server affected. If ItsJustHosting accepts your claim for SLA credit, the appropriate percentage of credit (as outlined above) will be applied to your ItsJustHosting account within 15 (fifteen) days of the receipt of your request. ItsJustHosting's uptime SLA will not be applied to you if you are found to have breached ItsJustHosting's terms of service.
Money Back Guarantee
ItsJustHosting offers an unconditional money-back guarantee period for shared, reseller and semi-dedicated hosting packages. This guarantee applies only to new clients of ItsJustHosting's services, and does not apply to any add-ons purchased, including dedicated IPs, or domain names, both of which are non-refundable. All payments made to ItsJustHosting for VPS or dedicated hybrid packages are non-refundable.
ItsJustHosting offers an unconditional 15 (fifteen) day money back guarantee for all shared and semi-dedicated hosting packages and an unconditional 7 (seven) day money back guarantee for all reseller packages. Money-back guarantee claims must be made by submitting a support ticket to ItsJustHosting's billing department, only claims made via this method of contact will be considered. ItsJustHosting must receive your claim no later than 15 (fifteen) days from the date of purchase at 11:59PM if you are a shared client, and no later than 7 (seven) days from the date of purchase at 11:59PM if you are a reseller client.
