SLA:
e-Sensibility, LLC guarantees 100% hardware and network availability. If within any given billing cycle e-Sensibility's customers experience a service interruption, those affected will be eligible to receive a 200% account credit.

This guarantee does NOT apply to:

• The availability of e-Sensibility's backup system
• Customer controlled downtime
• Downtime caused by a customer's failure to adhere to any of e-Sensibility's written and published policies
• Downtime as a result of an overdue account balance
• The availability of software services (e.g. Apache, MySQL, etc)

Claims:
e-Sensibility will, on a best-effort basis, attempt to proactively credit customers in the event of an outage. However, it remains the sole responsibility of the customer to notify e-Sensibility within seven days of any given outage in order to ensure that an account credit is processed. Customers must reference a support ticket when making a claim.

What constitutes a service interruption?:
e-Sensibility defines an interruption of service, or downtime, as any consecutive period of service interruption in excess of 1 minute, or any given month in which total service interruption, whether consecutive or otherwise, exceeds 3 minutes.

Changes to this policy will take effect 7 days after their publication here.