Uptime Guarantee

Last updated September 16, 2024

Effective September 16, 2024

TCF Ventures LLC is committed to providing high-quality hosting services and guarantees a monthly uptime rate of 99% for all our hosting solutions. Uptime is defined as the time during which our hosting services are available and operational, as measured from the start to the end of each calendar month.

Calculation Methodology

Uptime is calculated based on the total number of minutes in the month and the actual downtime experienced. We use industry-standard monitoring tools to track service availability and measure performance.

1. Service Credit

If our services fall below the 99% uptime guarantee in a given calendar month, we will provide a service credit equivalent to one full month of service. This credit will be applied to the customer's account and can be used against future invoices.

• Credit Application: Service credits will be automatically applied to the customer's account within 30 days of confirming the claim. The credit will be calculated based on the monthly fee for the affected service.
• Exclusions: Service credits are limited to the monthly fee of the affected service and do not include any additional charges, such as overage fees, setup fees, or one-time charges. Service credits are not redeemable for cash or refunds.

2. Exclusions

The following conditions are not covered by our uptime guarantee and will not be eligible for a service credit:

• Scheduled Maintenance: We perform regular maintenance to ensure the ongoing health and security of our systems. Scheduled maintenance windows will be communicated in advance through our support channels. Such maintenance is not covered by the uptime guarantee. We strive to minimize the impact on service availability during scheduled maintenance.
• Unscheduled Maintenance: Emergency maintenance may be required to address critical issues that could impact service performance or security. While we will make reasonable efforts to notify clients of emergency maintenance, it may occur without prior notice and is not covered by the uptime guarantee.
• Customer-Induced Downtime: Downtime caused by actions or omissions by the customer, including but not limited to misconfigurations, unauthorized changes, use of unsupported software, or non-compliance with our usage policies, is not covered by the uptime guarantee. clients are responsible for ensuring proper configuration and usage of their hosting services.
• Third-Party Services: Our hosting services may rely on third-party services or vendors, such as internet service providers, domain registrars, or external APIs. Downtime or disruptions caused by these third parties are not covered by the uptime guarantee, as they fall outside our control.
• Force Majeure Events: Events beyond our reasonable control, including natural disasters, acts of war, terrorism, riots, or government actions, are considered force majeure events. These events may impact service availability, and we will not be liable for any resulting downtime or service interruptions.
• Network or Power Failures: Interruptions or failures in network connectivity or power supply that are not directly under our control are excluded from the uptime guarantee. While we work with reliable providers to minimize these issues, they may still occur.

3. Claim Procedure

To request a service credit for downtime, clients must:

• Notification: Submit a customer service ticket through our customer support portal within 30 days of the downtime incident. The ticket should include a clear description of the issue, including timestamps and any relevant logs or evidence.
• Verification: Our support team will review the claim and verify the reported downtime. This includes checking system logs, monitoring data, and other relevant information to determine if the uptime guarantee has been breached.
• Credit Issuance: If the downtime is confirmed and falls below the 99% uptime threshold, we will issue a service credit equivalent to one full month of service. The credit will be applied to the customer’s account within 30 days of claim verification.
• Communication: clients will be notified of the credit issuance and any relevant details regarding the claim. Our customer service team is available to assist with any questions or concerns during this process.

4. Force Majeure

Neither party will be held liable for any failure to perform its obligations under this policy if such failure is due to a force majeure event. Force majeure events include, but are not limited to:

• Natural Disasters: Earthquakes, floods, hurricanes, or other natural disasters that impact service availability.
• Acts of War or Terrorism: Hostilities, armed conflicts, or acts of terrorism that disrupt service operations.
• Strikes or Labor Disputes: Strikes, lockouts, or other labor disputes that affect our ability to provide services.
• Civil Disturbances: Riots, uprisings, or other civil disturbances that impact service availability.
• Pandemics: Widespread health crises or pandemics that affect our operations or the availability of third-party services.

In the event of a force majeure, we will make reasonable efforts to restore services as quickly as possible but will not be liable for any interruptions or delays in service. We will communicate with clients regarding the impact of the force majeure event and any expected restoration timelines.

TCF Ventures LLC reserves the right to modify this uptime guarantee policy at any time. Any changes to the policy will be communicated to through our website, email notifications, or other appropriate channels.

By adhering to these guidelines, TCF Ventures LLC aims to provide reliable and consistent hosting services while ensuring transparency and fairness in our uptime guarantee policy.