Astrec Data will guarantee 99.99% pilvio virtual server and network availability to the Customer. The network will be deemed available if Astrec Data’s routers and switches are available and responding properly. For all unscheduled interruptions in the provision of the Services, which are due to hardware or telecommunications failures that last longer than 5 minutes, Astrec Data shall offer compensation to the Customer.
Astrec Data will notify the Customer by e-mail or on pilvio.com website about scheduled interruptions in the provision of the Services at least 24 hours in advance, with the exception of important security updates and patches which Astrec Data may deploy without prior notice.
In case of an interruption in the Services, the Customer has to notify Astrec Data by e-mail to firstname.lastname@example.org. The interruption is deemed to begin when the failure starts to affect the Customer’s use of the Services, and to end when the failure has been corrected. Astrec Data will notify the Customer about the correction of the failure.
No compensation will be payable to the Customer during a free-of-charge trial period.