Service Availability

High Speed Rails agrees that the service it offers will be available 99.99% of the time on a monthly basis, excluding scheduled and emergency maintenance, events outside of High Speed Rails' reasonable area of control, failure of Client's internet access or any intermediate transit providers, acts or omissions by Client, or any use or user of Client and reasons of Force Majeure.

Hardware Replacement

High Speed Rails agrees to replace failed hardware within 2 hours or less. Should High Speed Rails fail to replace hardware within 24 hours, we will refund Client 50% of the monthly payment.

Credits for Lack of Availability

Credits for lack of availability will be given to Clients based on the following scheme:

98% - 100% uptime: 0% credit
90% - 97.9% uptime: 15% credit
80% - 89.9% uptime: 30% credit
79.9% or less uptime: 100% credit

Credits for lack of availability are limited to the total amount of service fees paid to High Speed Rails for the month in which High Speed Rails failed to comply with the service standards set forth in this guarantee occurred.

Exclusions

This guarantee does not apply to services or software under the client's control and responsibility. This guarantee does not apply to clients whose accounts are not paid in full.

Conditions

To receive any credits, the Client must request them within 48 hours of resolution of the service unavailability incident for which they want credit.This document is not legally binding.