MonsterMegs

2-Hour Support Response Guarantee

If you don't hear back from a team member within 2 hours, we will credit your account.

Any support request that is submitted through our support department is guaranteed to receive a response within 2 hours. Please note that this does not mean that our average response takes 2 hours (it is, on average, usually within minutes.) If a response is not given within 2 hours, a $1 credit can be requested (per ticket).

Contact our billing department to request a service credit.

Notes: Support response guarantee does not include billing, sales, and abuse departments. Support response guarantee does not guarantee resolution within 2 hours, merely a response from a human (non-automated response). Total credits in a given month cannot exceed 100% of customer's hosting fees for the account which the requests were in reference to.

99.9% Uptime Guarantee

If your site isn't available 99.9% of the time within a given month, we will give you a pro-rated credit for the time.

While we rarely have server issues that result in downtime, we admit that it short lapses in service can happen. When they do, you shouldn't have to pay. Which is why we drafted our unique 99.9% Uptime Guarantee. Many hosts offer "uptime guarantees" but make no mention of what happens if they don't meet their posted uptime figure. We stand behind our network reliability by offering you a pro-rated credit for any downtime outside of our 99.9% window.

Please note that this guarantee applies only to unscheduled outages. Occasional planned server/network maintenance may be necessary. In all but the most urgent cases, we will send out an email notifying customers of maintenance that is to be performed. When notice is sent at least two hours prior to service interruption, the outage does not qualify for our uptime guarantee.

Service credits are calculated as follows:

Between 0 minutes and 45 minutes downtime per month (100% - 99.9% uptime) : No credit
Between 45 minutes and 3 hours 30 minutes downtime per month (99.9% - 99.5% uptime) : 5% credit
Between 3 hours 30 minutes and 7 hours 15 minutes downtime per month (99.5% - 99% uptime) : 10% credit

Between 7 hours 15 minutes and 14 hours 30 minutes downtime per month (99% - 98% uptime) : 15% credit
per month (99% - 98% uptime) : 15% credit per month (98% - 95% uptime) : 25% credit
Greater than 1.5 days downtime per month (less than 95% uptime): 100% credit

Contact our billing department to request a service credit in accordance with our Site Availability Guarantee.

Notes: Service credits issued for downtime are issued in the form of credits to your MonsterMegs account, and will be automatically applied to future invoices. Cash refunds will not be issued as a result of downtime. Site availability guarantee does not include downtime that is out of MonsterMegs's control, including but not limited to: upstream network outages, internet backbone congestion, outages caused by acts of god, and facility power failures. Account must also be in good standing & not in violation of our Terms of Service or Acceptable Use policies. Service credits should be requested at the end of the month for the current month or beginning of the month for the previous month. Back credits will not be applied.