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Policy
Uptime commitment
We aim to keep your service online at least 99.9% of every month. If we fall short, we credit your account.
What we commit to
Hosting, WordPress, cloud, reseller, VPS, VDS and email services have a monthly uptime target of 99.9%, which is about 43 minutes of downtime a month. Our monitoring checks every service around the clock.
Service credits
| Monthly uptime | Credit on that month's fee |
|---|---|
| 99.0% – 99.9% | 10% |
| 95.0% – 99.0% | 25% |
| Below 95.0% | 50% |
To claim a credit, contact us within 30 days of the month with the downtime. Credits are added to your next renewal and are not paid out as cash.
What is not covered
- Planned maintenance that we announce at least 24 hours in advance.
- Problems caused by your own code, settings, plugins or traffic beyond your plan's limits.
- Attacks or abuse that start from your account, and services suspended for unpaid invoices.
- Events outside our reasonable control, and external networks such as your ISP or domain registry.
Backups
Hosting plans include daily backups that our team can restore for you. For VPS and dedicated servers, you manage your own backups unless you add the off-site backup add-on.