20i Ltd. guarantee 99.99% network availability in a given month for our Virtual Private Servers (VPS), subject to exclusions as defined below:
Network service is only considered unavailable during periods when the servers and/or connectivity is either completely inaccessible or is severely degraded.
In the unlikely event of server hardware failure which cannot be fixed, 20i guarantees that replacement hardware will be available within four hours of the problem's diagnosis. If availability falls below this guarantee in any given calendar month we shall credit your account with a half day (12 hours) service credit for each hour that the service is not available, subject to a maximum credit in any one month of 50% of the monthly fee.
To claim your credit, please submit a ticket to Customer Services from My20i within 7 working days of the incident.