The strength of our infrastructure and support provides Connect.com.my with confidence to provide our customers with a 99.5% Uptime Guarantee on your website availability.
Please note however that on-line problems occur continuously on the Internet. There might be times when you cannot access your website or any other Internet service. This may not be due to our Infrastructure. It could be that your Internet Service Provider (ISP) is experiencing technical difficulties, or there might be a routing problem between your ISP and our servers which makes communication difficult. We cannot bear the responsibility of such problems. Our monitoring agents determine the uptime of our service, and not any one client's experience. The terms and conditions of our Guarantee are set out as follows:
Connect.com.my endeavors to have the content of your Website available for http access 99.5% of the time as measured 24-hours a day in a calendar month ("Website Availability").
In the event that we do not meet 99.5% uptime within any month of service, Connect.com.my will provide a credit for the service as calculated below and as measured 24-hours a day in a calendar month, with the maximum credit not to exceed the monthly service charge for the affected month:
|95% to 99.5%
|90% to 94.9%
|89.9% or below
In order for you to receive a credit on your account, you must request such credit within seven (7) business days of experiencing no Website Availability. You must request credit by sending an email message to
You will also need to submit verification from independent third party monitoring services such as siteuptime.com or alerta.com supporting your claim. Your message must contain your domain name, the dates and times of the unavailability of your Website, and such other customer identification requested by us. Credits will usually be applied within sixty (60) days of your credit request. Credit to your account shall be your sole and exclusive remedy in the event that there is no Website Availability.
Credits shall not be provided to you in the event that you have no Website Availability resulting from
- scheduled maintenance as scheduled from time to time,
- your behavior or the performance or failure of your equipment, facilities or applications (including coding),
- your domain name being inactive, or
- circumstances beyond our reasonable control, including but not limited to acts of any governmental body, war, insurrection, sabotage, embargo, fire, flood, earthquake or other Acts of God, strike or other labor disturbance, interruption of or delay in transportation, unavailability of interruption or delay in telecommunications or third party services (including DNS propagation), failure of third party software or hardware or inability to obtain raw materials, supplies, or power used in or equipment needed for provision of your Website.