We aim for 99.5% monthly uptime for our hosting services. If we don’t meet it, you can claim a credit against your next invoice.
Service credits
| Monthly uptime | Credit (% of that service’s monthly fee) |
|---|---|
| 95% to 99.49% | 25% |
| 90% to 94.99% | 50% |
| Below 90% | 100% |
How to claim
- Open a support ticket from your client area.
- Do this within 14 days of the end of the month that was affected.
The service must still be active when the credit is applied. Credits can’t exceed that service’s monthly fee, and they aren’t paid out in cash.
What doesn’t count as downtime
Uptime is measured per calendar month and excludes:
- work in our maintenance window, and other planned maintenance we’ve announced in advance – see when we carry out maintenance
- urgent security work, such as emergency patching to protect against an actively exploited vulnerability or an attack in progress
- problems caused by you, your content or third-party software you’ve installed
- a suspension under our terms
- events outside our reasonable control
For business customers, service credits are the only remedy for downtime. For consumers, they’re in addition to your statutory rights. The full wording is in clause 7 of our Terms of Service.
If something’s down, you can check the Network Status page in your client area for updates.
Any questions about this? Please contact our support team and we’ll be happy to help.
