Availability and support
What happens in the event of a prolonged outage?
In the event of a serious failure, you can terminate immediately and be refunded pro rata for what you paid in advance.
A failure is serious if availability falls below 97% for two consecutive months or for three months out of twelve, or if a continuous outage exceeds 72 hours. You can then terminate in writing within 30 days. This termination with a refund is the only remedy provided for unavailability, except in the case of gross negligence or wilful misconduct.
Reference : clause 14.5 of the terms and conditions