If the Exchange Server availability for the full month is below the 100% Uptime guaranteed level, Active Mail will issue a refund to the Customer according to the schedule below.

For every minute the Active Mail service is unavailable Active Mail will refund 50 times the amount paid by the Customer for that period.

Example:

• For an Active Mail 50+ account at £375 per month, this breaks down to a cost of 51 pence per hour.
• If the Active Mail service was unavailable for one hour the Customer would be paid back 50 times the amount paid which would be £25.61.
• To receive a refund for downtime, the Customer must be in good financial standing with their Active Mail account, and send an email or written refund request to the Helpdesk in the month immediately following the month for which the Customer is seeking a refund.
• Refund requests must include your account username and the dates and times of server unavailability. A refund is issued if Active Mail can confirm from the monitoring data that the server availability warrants the refund and is over the minimum payout threshold of £5.
• The total refund to a Customer for any account may not exceed 50% of the monthly fees charged to that account during the month for which the refund is to be issued. Only one refund and refund level is available to a Customer in any given month.