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Unable to abide by contract...

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I own a website design company and we chose a company with which to host our clients. When we signed up, the feature list included toll-free 24/7 technical support. They also had a 99.9% uptime guarantee. Their terms and conditions state that to qualify for a refund (if your site is down more than 0.1% of the time) you must call technical support and open a ticket with them. A few weeks ago they abruptly ceased to provide any technical support at all. Their staff, including sales and billing, stopped responding to our e-Mail. We have had many problems since then, but the primary one is that our site has been down but we are unable to take advantage of their uptime guarantee because there is no technical support to call.

Might there be a valid case in the fact that there is no way to possibly follow their terms and conditions because they have no technical support?

Might there also be a valid case in the fact that we are not receiving the features we purchased (technical support?)

Your help is greatly appreciated, thank you.

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