Uptime Guarantee

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  • Software related issues (e.g. a PHP / Apache / Litespeed upgrade breaking an out of date site or Security Software (Mod_security, Firewalls etc) blocking access;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:
AvailabilityMonthly DowntimeCredit Offered
99.90%< 0h 44m0%
99.50%< 3h 39m5%
99.00%< 7h 18m10%
98.00%< 14h 36m20%
97.00% and below< 21h 54m30%
Date: 30 September 2015