Our server and cloud products and services is designed and operates with the best practice to keep the highest availability and quality possible. We realize, that the non-problematic operation is very important for your business and projects.
If you experience a demonstrable unavailability of our service, you can request the refund.
Service availability
Under the service availability we understand the uninterrupted operation of the services from Active24 company. It is responsible for hardware, network and infrastructure up to the operating system, that is offered to the customer. Its updates, operation and management, application and all data are in the customer’s responsibility.
| Name of the service | Subject of availability |
| Dedicated server | – availability of network connectivity – availability of electrical energy – functionality of the physical server (damaging of components, operation problem) |
| Virtual server (VPS) | – availability of network connectivity – availability of electrical energy – operation of virtualization |
| Virtual data center (VDC) | – availability of network connectivity – availability of electrical energy – operation of virtualization |
Refund conditions
- refund is not automatic, but it is judged based on written or phoned request from the customer with the date of unavailability no further then 14 days since the unavailability happened
- in the case of complex solutions the refund is regarded to a specific server or its part, not the whole
- to the monthly sum are added unavailability of 10 minutes or more
- customer must specify the exact time interval, when the service was unavailable
- refund si gained in a form of credit on the invoicing profile of the customer
Refund amount
| Name of the service | Subject of availability |
| Dedicated server | 4 % of the month price of the server for each ended hour, up to the month cost of the server |
| Virtual server (VPS) | 10 % of the month price of the server for each ended hour, up to the month cost of the server |
Virtual data center (VDC) | 10 % of the month price of the server for each ended hour, up to the month cost of the server |
Unavailability is not considered for
- planned unavailability or maintenance service procedures
- unavailability of management of Webadmin and VDC Dashboard (Horizon)
- connectivity issues and services over which Active 24 has no control, e.g. in a case of network or application attacks (for example DDOS).