1. Uptime commitment
We aim for 99.9% uptime each calendar month for our hosting servers and network. "Uptime" means your server responds to network requests; it is measured by our monitoring systems.
2. Service credits
If the monthly uptime of a Service falls below 99.9% because of a problem on our side, you can claim a credit on that Service's monthly fee:
| Monthly uptime | Credit |
|---|---|
| 99.0% – 99.9% | 5% |
| 97.0% – 98.99% | 10% |
| 95.0% – 96.99% | 25% |
| Below 95.0% | 50% |
For yearly or longer billing periods the credit is calculated on the equivalent monthly price. Credits are added to your account balance and used for future invoices; they are not paid out in cash and cannot exceed 50% of the monthly fee.
3. What is not counted as downtime
- Scheduled maintenance announced in advance, and urgent security updates.
- Problems caused by your own code, plugins, configuration, or by exceeding your plan's resources.
- Suspensions for unpaid invoices or breaches of our policies.
- DDoS attacks and other events outside our reasonable control, including failures of upstream networks, DNS or domain registries, power grids and natural disasters.
- Issues with individual services (for example a single mailbox or database) while the server itself is online.
- Unmanaged VPS and dedicated servers where the problem is inside the operating system you manage.
4. How to claim
Open a ticket in the Billing department within 7 days after the end of the month in which the downtime happened, with the Service name and the approximate times of the outage. Credits are the only compensation for downtime and are not available for accounts that are overdue.
Have a question about this policy?
Our team answers 24/7.