Network

4D Host will ensure that the network will be available 99.9% of the time in a given month, excluding scheduled maintenance. In the event of 'unscheduled downtime' 4D Host will credit the customer's account 5% of the monthly fee for each hour of unscheduled downtime (value not to exceed 30% of the monthly fee).

Unscheduled downtime is any downtime not notiified to the customer 48 hours in advance of it taking place.

Network availability takes into account routers, switches and cabling within the control of the 4D Host hosting facilities. In addition it takes into account the availability of one or other of our backbone providers Level 3 and Genuity.

For a refund to be made two traceroutes from different ISPs must be supplied.

Hardware

4D Host will ensure the continuing smooth running of all dedicated servers or servers hosting virtual accounts and will replace any failed component with a comparable/higher spec one within 24 hours (our target is 6 hours). In the event that it takes us more than 6 hours to replace faulty hardware, 4D Host will credit the customer's account 10% of the monthly fee for each day that the computer remains unavailable, up to a maximum of 30% of the monthly fee.

In the event of problems arising due to customer software, client controlled reboots are available via a web based control. The details and nature of the control will be provided at the point of service provision. Hardware includes the Processor(s), RAM, hard disk(s), motherboard, Network card(s) and any additional hardware specified in the hardware schedule provided at the point of service provision.

No warranty is provided against malicious attack or for errors made by clients in the operation of the equipment or software. However, our aim is to keep your service running as we know it is your business.

Why not offer 100% uptime?

Quite simply, it is not possible or feasible. Any provider who guarantees 100% uptime should be applauded for breaking a world record!

Problems can occur with any system, and at 4DHost we do not attempt to mislead our customers. Even the Space Shuttle has had its failures. If NASA can't achieve 100%, we'd be impressed to hear of a hosting company that can.