99.9% Uptime Guarantee
Our historical uptime is actually much higher than 99.9%. If your site is not accessible for at least 99.9% of any given month and you have promptly reported down time to us and we can verify, then we will issue a credit to you for the amount of time your website was inaccessible. The value of the down time is equivalent to the percentage of time your site was inaccessible multiplied by the cost of your monthly hosting plan, not including add-ons.
This guarantee is for your web server. Email, SQL Servers, and other additional services are not covered by this warranty.
* Planned downtime is rare, but since maintenance is done for your benefit and to prevent unplanned outages, planned maintenance downtime is not refundable. In the rare circumstances that we must plan a downtime for maintenance, we will take care of the maintenance issues and get your site back online as quickly as possible.
** To qualify for a refund, you must report downtime when it occurs. This allows us to check the cause and verify if this is a refundable issue. If your server is online, accessible via the internet, and serving websites other than yours, then it is not a refundable issue. Refundable issues are when the server is non-responsive, not working, or when internet connectivity is lost for any reason other than required maintenance (planned or unplanned). Reporting downtime at a later time will not qualify because it makes it impossible for us to verify the issue. To qualify for credit for downtime, it is critical that you issue a Trouble Ticket to report your site being down immediately. The maximum refundable window of time is from the time you report the issue until the time the issue is resolved. Requests for credit due to downtime must be issued within 48 hours of the downtime incident resolution.
***To request a credit under our Uptime Guarantee, you must submit a Credit Request with the exact amount of downtime and reference your Trouble Ticket ID (s) that corroborate your reports. We can not issue refunds if you didn't report the downtime when it occurred. Promptly reporting downtime means that you must submit a Trouble Ticket when your website is suspected to be down.
****The maximum amount for a credit in any given month will be the value of your hosting account per month.