This agreement sets a 99.9% monthly availability target for our network and host hardware, and explains the extra service time you receive if we miss it.
Availability target
We target 99.9% network availability in each calendar month. The target covers:
- our network
- the host node or hardware your service runs on
It does not cover your own software, your configuration or your data.
What counts as downtime
Downtime is time when your service cannot be reached because of a fault in our network or in the host node or hardware it runs on. The exclusions listed below do not count as downtime.
Compensation
Compensation is given as extra service time, not money.
- For each full hour of downtime below the target, we add 1 day to the renewal date of the affected service.
- The maximum is 30 days per calendar month.
- Compensation applies only to the affected service.
How to claim
- Open a Billing ticket from your dashboard within 7 days of the incident.
- Tell us which service was affected and when the downtime started and ended, as far as you know.
- Staff review the claim and extend the renewal date of the affected service.
Claims made more than 7 days after the incident are not accepted.
Exclusions
The following do not count as downtime:
- scheduled maintenance announced on our status page at least 48 hours in advance
- problems caused by your own software or configuration
- suspensions for unpaid invoices or for breaking the Acceptable Use Policy
- attacks against your own server
- events outside our reasonable control
Hardware failure on dedicated servers
If a part in your dedicated server fails, we replace it at no cost. Replacement takes a reasonable time, and we tell you the expected time in the ticket. We do not guarantee data recovery, so keep your own backups.
Scheduled maintenance
We announce scheduled maintenance on our status page at least 48 hours in advance. Check it before you plan important work.