1. Uptime: SuperBytes guarantees a total of 100% monthly uptime. This excludes any problems out of the control of SuperBytes or Kerplunc. Credit will be awarded on a per user basis, depending on the circumstances. Our normal rate is as follows: 5% credit per 30minutes of downtime.
2. Support: SuperBytes offers a 24-hour support response guarantee, without exception. SuperBytes also offers a 48-hour resolution guarantee, unless the requirements of the request would take longer than 48-hours. For each 24-hour guarantee or 48-hour guarantee broken, 5% credit will be rewarded.
Claiming Credit: To claim credit as part of one of our guarantees, please contact the billing department (contact@superbytes.net) within 24 hours of the incident. If contact is not made within 24 hours, the credit will be forfeit.