Cactus guarantees 99.9% uptime on all of its services, and will provide compensation for any service interruptions directly to the Customer in the form of a service credit, providing that the reason for outage (“RFO”) does not fall into one or more of the following categories:
Only the customer may receive a payout in the event that the SLA is broken by Cactus. By using services provided by Cactus, the Customer agrees that Cactus is not responsible for any damages or problems which may be caused by downtime affecting either the Customer or any third parties.
Server uptime is rounded up to the nearest 0.1% at all times, and should uptime drop below 99.9%, the Customer may be elegible for a payout on the grounds of this agreement. Payouts may not exceed the total amount paid for one month of service on the Customer's package, and the customer may only receive a total payout of 50% of the price paid for one month's service in a single billing month. For every 0.1% of downtime, the customer is elegible for a 5% payout, providing that the RFO is not displayed in the exclusion list.
In order for an outage to be classified as “valid”, Cactus's own external monitoring system must have recorded the incident. Any other evidence provided to suggest downtime will be dismissed if Cactus's own systems show otherwise. The customer must make a claim for an outage via a support ticket within 72 hours of a downtime incident in order for a claim to be considered elegible for an account credit. Payouts will only be made via Account Credit to contribute to future invoices, and will not be provided via PayPal or any other payment mechanism. Users are not elegible for SLA claims within the first 30 days of their service with Cactus.
Cactus reserves the right to decline a claim if there is an outstanding invoice on the claimant's account, if the RFO is unknown, or if another individual or party is making a claim on behalf of the claimant. Cactus also reserves the right to suspend the customer's account and charge a one-off fee of up to $50 in the event that they believe that a false claim has been made. The Customer accepts that any decisions made by Cactus are final.
