1. Introduction

Giraffe Hosting Limited ("we," "us," or "our") is committed to providing high-quality Virtual Private Servers (VPS) hosting services to our customers. We understand the importance of network availability and strive to ensure that our services are accessible and reliable. This document outlines our network availability guarantee and the terms and conditions associated with it.

2. Network Availability Guarantee

We guarantee a network availability of 99.99% in a given month for our Virtual Private Servers (VPS), subject to the following exclusions:

2.1 Exclusions

Our network availability guarantee does not apply to the following situations:

2.1.1 Upgrades, Scheduled Maintenance, or Emergency Maintenance

Network availability does not cover periods of planned upgrades, scheduled maintenance, or emergency maintenance windows. During these times, temporary service interruptions may occur.

2.1.2 Customer-Induced Performance Issues

Network availability does not cover situations where the customer's website and/or server is degrading the overall performance, quality, and/or operation of the Giraffe Hosting Limited network. This includes issues arising from custom code, third-party software installed by the customer, wilful misconduct, or breaches of the Giraffe Hosting Limited Terms and Conditions.

2.1.3 No Fault Found

Network availability is not affected during periods reported by the customer in which no fault is observed or confirmed by Giraffe Hosting Limited.

2.1.4 Denial of Service (DoS) Attacks

Network availability is not guaranteed in cases of performance degradations and service loss due to Denial of Service (DoS) attacks or other unlawful attacks. These attacks may disrupt network services temporarily.

2.2 Network Unavailability Definition

Network service is considered unavailable during periods when the servers and/or connectivity are either completely inaccessible or severely degraded.

3. Hardware Replacement Guarantee

In the unlikely event of server hardware failure that cannot be fixed, Giraffe Hosting Limited 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 as follows:

• We will provide a half day (12 hours) service credit for each hour that the service is not available.
• The maximum credit in any one month will be 50% of the monthly fee.

4. Claiming Service Credits

To claim your service credits, please follow these steps:

4.1 Submission

• Submit a ticket to Customer Services through your control panel within 7 working days of the incident.

4.2 Information Required

• Provide detailed information about the incident, including the date and time of the network unavailability or hardware failure.
• Include relevant diagnostic information or evidence to support your claim.

5. Conclusion

At Giraffe Hosting Limited, we value the satisfaction of our customers and are dedicated to delivering a reliable hosting experience. Our network availability and hardware replacement guarantees are a testament to our commitment to providing top-quality services. If you have any questions or need assistance, please do not hesitate to contact us.

This document was last updated on [Date].