Service Level Agreement
How our 99.9% uptime promise is measured, what is excluded, and what credit you get if we miss it.
Plain-language summary — the full terms below prevail. Questions? [email protected]
1. The promise
We target 99.9% monthly availability of the hosting network (HTTP/HTTPS reachability of your site from our monitors).
2. Measurement
Measured monthly by our external monitors in 5-minute intervals. Availability = successful checks ÷ total checks × 100. Our status page publishes live state; monthly figures on request.
3. Exclusions
- Scheduled maintenance (announced 48h ahead) and emergency security patches.
- Your code, themes, plugins, DNS or registrar issues, DDoS against your site, upstream registry/telecom failures, force majeure.
- Suspensions for non-payment or AUP breaches.
4. Credits
Pro-rata service credit for the affected period, issued after a verified claim within 7 days. Claim via ticket with dates/times; abuse of claims forfeits credit. Credits are service-only, not cash.
5. Backups
Daily backups are best-effort operational copies, not guaranteed archives. Keep your own off-site copies of anything critical; restoration is on request and subject to availability of the backup set.
