Service Level Agreement

Uptime Guarantee

We aim at 99.5% uptime for our services. We make sure that our customers are fully compensated in the unlikely event that you should experience downtime while using our services. Our uptime guarantee is designed on a sliding scale in order to compensate you according to the level of outage. If the service is unavailable due to a non planned total outage for more than 0.5% (3hrs 43mins) of any given month we will fully refund or credit the "per hour" value of the service for all hours over and above the 3hrs 43mins (0.5%) specified up to 1.50% (11hrs 9mins). In the unlikely event that the service is down for more than 1.50% (11hrs 9mins) but less than 3.5% (26hrs 2mins) in one month we will refund or credit you 25% of the service fee for that month. In the very unlikely event that the service is down for more than 3.5% (26hrs 2mins) we will refund or credit 50% of the service fee for that month (i.e. one half of the service fee that month).

In the case of something not of the companies' fault (ie. acts of God [earthquakes, storms, floods, hurricanes, tornados, etc], declarations of war, utility power outages, backup power systems failure, and other hardware and/or systems failures, or something beyond the companies normal scope of control) is not qualified for SLA credit whats-so-ever.

We reserve the right to change these guarantees at any type and in any shape or form. We reserve the right deny compensation to anyone for any reason whats-so-ever. We reserve the right to interpret these agreements as we see fit for the companies' benefit and welfare.

All dedicated servers and their addons, customizations, software licenses, control panel licenses, IP addresses, etc are all EXEMPTED from this SLA agreement, period. In other words, these guarantees are NOT applied to dedicated servers.

There are no hidden charges

The price you see is the price you pay. With Upstream Gaming there are no hidden charges.

There are no transfer or release fees.

We will not charge you to move your services(s) away from our company should you desire to do so. You are not "stuck" in a contract with us and can leave with your service at any time. However, you may not deliberately cancel your account with overdue invoices to avoid paying your invoices. All overdue invoices are due immediately upon cancelation, or we will use every means in our power to collect payment.

Ownership

You are the registered legal owner of the service(s) you buy - not us. This means that you have ultimate control over your service(s) and the service(s) are yours to use as you wish, abiding by our policies, of course.

Bandwidth

The bandwidth (data transfer) available with your Upstream Gaming account each month is the amount you have chosen to purchase. Very few users ever exceed the allowance they have purchased. However, if you need to you may upgrade your account free of charge at anytime. You may either upgrade to the next plan or you may purchase additional bandwidth in blocks of 1 GB for $0.05 per GB.

No advertising

We will never put advertisements or pop-up windows on your any of the services we offer. Some competitors, though we will not mention who they are, place unsightly advertisements for their company all over your service(s). However, if you have received a free plan from us we do ask that you place a text hyperlink in the footer of your site.

Privacy Policy

We will not pass or sell your private information to anyone else and it is stored securely. Our ordering process links securely with either PayPal, Google Checkout, or AlertPay depending on which method you have chosen to pay with. Which means that your credit card details are not stored in any form. Please see our privacy policy for full details on our privacy policy.