99.9% Uptime Guarantee

We're serious about keeping our servers up and running, which is why we offer our '99.9%' uptime guarantee. We continuously monitor our systems and service availability off-site to ensure that if something does happen, we can alert our technicians immediately.

We rarely have server issues that result in downtime, but there are short lapses where this can occur from time to time. When these incidents do happen, you shouldn't have to pay for the inconvenience. As part of our guarantee, if your website isn't available for at least 99.9% of the calendar month, we will credit you for the downtime occurred.

To calculate how much you can claim back, we use the following guide:

Uptime % Downtime Credit Amount
100% - 99.9% 0 - 45 Minutes No credit
99.9% - 99.5% 45 Minutes - 3 Hours 30 Minutes 5% credit
99.5% - 99% 3 Hours 30 Minutes - 7 Hours 15 Minutes 10% credit
99% - 98% 7 Hours 15 Minutes - 14 hours 30 Minutes 15% Credit
98% - 95% 14 hours 30 Minutes - 24 Hours 25% credit
Less than 95% More than 24 Hours 100% Credit

To receive your credit for unscheduled downtime, please open a Support Ticket via My Account. In this ticket, please include your website address and the time that the downtime occurred. We will verify this with our records and assign the credit to your account. This credit can be used to pay for current or future Service fees.

Please note that this guarantee only applies to unscheduled outages. From time to time, planned server/network maintenance may be necessary, but we will always write to you via email 24 hours beforehand.

Restrictions

Credits cannot be provided to you in the event that you have any outage resulting from:

  1. Scheduled maintenance

  2. Circumstances beyond our reasonable control, including but not limited to: Acts of Government, War, Riots, Criminal Activities, Sabotage, Fire, Flood, Strike or other Labour Disturbances, Unavailability, Interruption or delay in telecommunications, DDoS or other attacks on our network.

  3. Your account must be in good financial standing and be in compliance with both our Terms and Conditions and Acceptable Use Policies