What is your uptime guarantee?
We like to think our services are rock solid and we put our money where our mouth is with our 99.9% uptime guarantee. If your service experiences network/infrastructure downtime that isn’t related to:
- Planned or critical maintenance;
- A Distributed Denial of Service (DDoS) attacks;
- Installation of software, by the customer, that breaks the Server’s OS in someway;
- Software related issues (e.g. a PHP / Apache / Litespeed upgrade breaking an out of date site or Security Software (Mod_security, Firewalls etc) blocking access;
then we will offer a credit for the downtime experienced once we’ve investigated!
What is the service credit offered?
When eligible, the service credit offered is calculated as a percentage of your monthly cost for the impacted service. The breakdown is as follows:
|Availability||Monthly Downtime||Credit Offered|
|99.90%||< 0h 44m||0%|
|99.50%||< 3h 39m||5%|
|99.00%||< 7h 18m||10%|
|98.00%||< 14h 36m||20%|
|97.00% and below||< 21h 54m||30%|
Date: 30 September 2015