What does this mean?
The uptime of the server is the reported uptime from the operating system and the Apache Web Server which may differ from the uptime reported by other individual services.
Server maintenance does not count as downtime.
Just because your website does not work, this does not mean your server has downtime. As long as the server is available to deliver your content, then the guarantee is met. It is your responsibility to have working content.
To request a credit, please contact firstname.lastname@example.org with justification. All requests must be made in writing via email.
Third party monitoring service reports may not be used for justification due to a variety of factors including the monitor's network capacity/transit availability.