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  • Software related issues (e.g. a PHP / Apache / Litespeed upgrade breaking an out of date site or Security Software (Mod_security, Firewalls etc) blocking access;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:

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