Last updated: January 1, 2026
We guarantee 99.9% monthly uptime for shared hosting (Lite, Pro, Premium), measured via external monitoring. Actual measured: 99.95%. Exclusions: scheduled maintenance (announced 24h ahead, max 2h/month), DDoS attacks, client-caused downtime (code errors, DNS misconfig, resource overuse suspension), upstream provider issues, force majeure.
If uptime falls below 99.9% in a calendar month: 5% credit per hour of downtime beyond 0.1% (43m/month), max 50% of monthly fee. Credit applied to next invoice, not refunded. Request via ticket within 7 days of month end with invoice number. Credits not applicable to free months, trial, or accounts suspended for AUP/TOS.
Chat avg <1 minute, ticket avg 18 minutes (measured Q3 2026). 97% satisfaction. Not a guarantee but target. Migrations: free, under 2h avg, zero downtime cPanel-to-cPanel.
Daily backups best-effort, retained 7 days. On-demand on Premium. Restore via cPanel 1-click. No guarantee for accounts violating AUP or exceeding inodes/storage limits.