Media Temple offers a 99.99% service Uptime Guarantee on our DV products*. If we ever fall short, you get 20% of your monthly hosting fee back for each 20 minutes of downtime that month. That’s the DV 20/20 Uptime Guarantee.
Uptime is defined as servers having power, connectivity to the Internet, and being responsive to a ping. Creditable downtime excludes service interruptions caused by: (1) periodic scheduled maintenance or repairs we may undertake from time to time, of which you have been notified or have been made public via Media Temple announcement; (2) emergency maintenance, (3) interruptions caused by you from your configuration, custom scripting, coding or the installation of third-party applications; (4) outages that do not affect the appearance of your website but merely affect access to your website such as FTP and email; (5) causes beyond our control or that are not reasonably foreseeable; (6) outages related to the reliability of certain programming environments, (7) distributed denial of service (DDOS) attacks, and (8) problems caused by your physical location.
In the event that downtime exceeds 20 minutes in a particular month (as solely determined by us), you may request a credit of 20% of your monthly hosting fee for that month for each 20 minutes of downtime, up to a maximum credit of 100% of your monthly hosting fee. You are responsible for reporting a downtime event and must request a credit within five (5) days of experiencing a downtime event.
Credit is forfeited if your service is terminated. Credit has no cash value and cannot be converted to refunds. Credit may be used only for the purchase of further products and services from Media Temple, and is exclusive of any applicable taxes. Credit is your sole remedy for any downtime experienced.
This Agreement is governed by and incorporated into Media Temple's standard Terms of Service.
* DV Products include VPS Hosting (DV and DV-Developer), Managed Hosting, and Dedicated Server.