The legalese is on our SLA page.
Of course even with an SLA it’s possible to have more downtime than the SLA allows. In that case, we credit your account at 5% of your monthly bill for every hour of SLA violation (i.e. downtime), up to a maximum of that entire month’s bill. You’ll see that credit on your next invoice.
We also have our Terms of Service which can be found by clicking here: TOS