99.9% Uptime Guarantee

At Rack Lodge we take uptime very seriously as any loss of connectivity is not only frustrating but can also be costly.

To prevent any downtime we have multiple Internet connections, redundant backup servers, UPS power supplies, backup generators, dual connections from each server to our 1Gbps network, redundant network switch's, and corporate firewall's.

To maintain constantly high standards and service availability all our Servers, Services, and Networks are constantly monitored 24 hours a day from monitoring stations both in Costa Rica and USA at 30 second intervals. In the unlikely event that the monitoring stations do detect a fault our 24/7 technicians are alerted immediately so that we can resolve the matter before it becomes an issue.

If in the unlikely event that our network connectivity fails for more than 0.1% of a calendar month, we will credit one day's service fee for every hour it is unavailable. The maximum credit will not exceed 100% of the monthly service fee charged for the affected month.

Network uptime is calculated at the end of each month. In order for you to receive a credit, you must request such credit within 5 days of the experienced network unavailability. In order to receive your credit you must: a) document your downtime by sending an e-mail to accounting@grupogms.com and b) have us verify downtime. The body of this message must contain, the dates, times and the nature of the issue, and your Company Name. Credits will be granted within the first seven days of the following month that you experienced the downtime and only if Rack Lodge has confirmed that the claim is true.

Restrictions

Credits shall not be provided to you in the event that you have any outage resulting from:

1. Scheduled maintenance as posted from time to time on our www.racklodge.com web site or sent via e-mail

2. Circumstances beyond Rack Lodge reasonable control, including, without limitation, acts of any governmental body, war, insurrection, sabotage, embargo, fire, flood, strike or other labor disturbance, unavailability, interruption or delay in telecommunications.

3. All credits given are non refundable and may only be used to pay current or future service fees.

4. Your account must be in good financial standing and be in compliance of our Terms and Conditions and Acceptable Use Policy