1. Scope of commitments
A specific uptime target, response time, hardware replacement period or credit schedule applies only when included in your accepted written order or service agreement. This marketing website does not establish a numerical uptime guarantee.
2. Report an interruption
Email support@zetixio.net with the service identifier, UTC start time, affected IP address, observed impact and relevant diagnostic output. Never include access credentials. We investigate the service and provide updates through your support correspondence.
3. Maintenance and exclusions
Any agreed availability calculation and exclusions must be recorded in your service agreement. Common exclusions include announced maintenance, customer configuration, customer software, third party networks outside our control and events beyond reasonable control. An exclusion does not remove rights that cannot lawfully be excluded.
4. Credits and review
If your accepted agreement includes credits, submit a request with incident evidence within its stated claim period. Eligibility, calculation and caps follow that agreement. We explain the outcome and how to ask for a review. Do not assume a service credit or cash refund is automatic.
Questions about this document? Contact our team.