Service Level Agreements

Uptime

Unless otherwise specified by the service used, the following will be used for uptime SLA per listed service.  Uptime resets to 100% each month.  Us breaking any SLA you have with us will result in credits being applied to your account.  Credits given are based on per month uptime, no matter the billing cycle length used.

   

Shared Hosting Uptime SLA -- 99.9% (Three Nines).

  • 45 minutes to 3 hours 30 minutes (99.9% - 99.5% uptime) -- 40% credit
  • 3 hours 30 minutes to 7 hours 15 minutes (99.5% - 99% uptime) -- 75% credit
  • Greater than 7 hours 15 minutes to 14 hours 30 minutes (99% - 98% uptime) -- 100% credit

Monthly VPS / Cloud Hosting Uptime SLA -- 99.9% (Three nines)

  • 45 minutes to 7 hours 15 minutes (99.9% - 99% uptime) -- 30% credit
  • 7 hours 15 minutes to 14 hours 30 minutes (99% - 98% uptime) -- 60% credit
  • Greater then 14 hours 30 minutes (98% uptime) -- 100% credit

Shared Hosting Uptime SLA -- 99.95% (Three and half nines).

  • 45 minutes to 3 hours 30 minutes (99.9% - 99.5% uptime) -- 50% credit
  • Greater than 3 hours 30 minutes (99.9% - 99.5% uptime) -- 100% credit

Restrictions / Limits / Credits:

  • Due to our cluster setup in shared hosting, one part of the hosting may be up while others are not. Due to this, credits will be calculated with the percentage of overall services that were down.
    • Services are defined as web for websites, database, email, and DNS
  • Credits are only valid for non-scheduled maintenance. Twelve (12) hours notice before maintenance is deemed scheduled and does not meet criteria for uptime credits.
  • Uptime credits are not available for outages out of our control; such as, but not limited to act of god, natural / man made disasters
  • Total Monthly uptime is calculated at the end of each month and as such credits will only be applied at the end of the month.
    • Calculations will be done by our monitoring systems and uptime tracking systems. Any uptime tracking systems that you may deploy will not be used for uptime credits
  • Uptime credits are on a request basis only unless the plan provides automatic credits