Always On guarantee
For the life of your account, we guarantee that your websites will be up and running
100% of the time. That's 24 hours a day, 365 days a year. We know that your
websites mean money, and if we don't meet our commitment, we'll pay you in the form
of credits to your billing account.
SLA credits
This guarantee is also called our "Service Level Agreement (SLA)", and credits
applied when this guarantee goes into effect are called "SLA credits".
To receive SLA credits, customers must make a request using the "Submit a
support request" function of Control Panel within two days of the outage.
The customer's billing account will be credited the pro-rated amount for
one day of the regular monthly charge of the affected service, for each
hour or portion of one hour during which the service was unavailable. The
maximum SLA credit amount will be the amount of the regular monthly charge
of the affected service. Credits are issued to customer billing accounts,
to be applied to any future bill. SLA credits are not cash redeemable.
Guaranteed service availability
Customers who have the Net Image package, Web Starter package, or Managed
server are guaranteed to have web site availability to Internet visitors
through the HTTP protocol, and incoming e-mail availability through the
IMAP and POP3 protocols.
Customers who have a Customer managed server are guaranteed to be able to
pass IP (Internet Protocol) packets between the customer's equipment and
the Internet at large.
Unavailability is limited to network outages within the Korax network, or
web server software or hardware downtime, either of which causes the
customer's service to be unavailable from the Korax network. Issues beyond
the control of Korax for which SLA credits aren't issued include force
majeure, outages in the Internet at large, latency at hops between the
Korax network and the customer's location, downtime resulting from breaches
of security or denial of service attacks, any failure of customer-owned or
customer-administered equipment, hardware, or software, or for scheduled
maintenance. Web sites utilizing DNS services provided by a third party are
not eligible for SLA credits.
Scheduled maintenance is work that may cause service interruptions, and
which is scheduled to be performed by Korax with at least twenty four hours
of advance notice. Official notice of scheduled maintenance will be posted
at the Korax web site.
Other guarantees
In addition to our Service Level Agreement for all customers, new customers are protected
with our
thirty day purchase protection guarantee.
Customer login
Webmail login
Help and support