Coverage
Any contractual uptime commitment, measurement method and credit schedule must be expressly included in your accepted service order. The website does not imply an additional uptime guarantee. Coverage, when agreed, applies only to the affected paid service and the infrastructure within our control.
Reporting an incident
Email support@netsworth.org with your service identifier, a description, the start time and timezone, and relevant connection tests. Never send passwords or private keys. We investigate reported infrastructure faults and communicate the next steps through the support conversation.
Measurement and exclusions
For a written availability commitment, we assess reported interruptions alongside infrastructure records. Unless the order states otherwise, customer software or configuration, customer initiated downtime, third party internet problems, scheduled maintenance, misuse, and events beyond reasonable control are excluded.
Credits
Where your order includes a service credit remedy, submit the claim within 30 days of the incident with supporting evidence. Approved credits apply to future charges for the affected service and cannot exceed its recurring fee for the affected month. The specific eligibility and credit calculation in the accepted order control.
Maintenance and backups
We aim to provide advance notice of planned maintenance that affects your service. Emergency work may proceed without advance notice to protect infrastructure. Keep independent backups and recovery procedures regardless of any availability commitment.