Service availability and store-credit policy

How it works

1. A critical monitoring result opens a P1 technical incident. A failed probe alone does not create credit.
2. A technician investigates, records the cause, impact, recovery evidence, and confirmed outage window, then submits the incident for financial review.
3. Only an authorized Billing Administrator or Operations Administrator may approve or reject the credit.
4. An approved credit is calculated from the affected service's recurring fee and verified downtime. It is issued to the customer's store-credit ledger for eligible future Feliz Hosting invoices; it is not an automatic cash refund.

Important boundaries

Announced maintenance, customer-requested actions, customer software or configuration, abuse suspension, overdue-payment suspension, and events outside the monitored Feliz Hosting service boundary require investigation and may be ineligible. The incident record and approved amount remain auditable.