Uptime commitment

On shared, reseller, VPS and dedicated plans we target 99.9% monthly network, power and platform availability, across the data-centre facilities we use. This is measured monthly and excludes the items listed under Exclusions below.

Service credits

If monthly availability falls below the commitment, you can claim a credit as follows: between 99.9% and 99.0%, a credit equal to 5% of the monthly service fee per cumulative hour of outage; below 99.0%, 10% per cumulative hour, capped at 50% of the monthly fee. Credits are applied to your next invoice and do not convert to cash.

To claim, open a ticket from your client area within 30 days of the month ending. We apply the credit to the following invoice.

Exclusions

The commitment does not apply to outages caused by: scheduled maintenance (announced in advance), faults in your own code, configuration or third-party software, upstream DNS or domains registered elsewhere, DDoS or other attacks beyond reasonable mitigation, internet routing outside our control, or actions you or your users take that violate the Acceptable Use Policy.

Planned maintenance

Maintenance that may cause downtime is announced at least 48 hours in advance on our status page ({{STATUS_PAGE_URL}}) and by email where possible. We schedule it for low-traffic windows and keep the window as short as practical.

Backups

Backups run daily (reseller and above) or weekly (shared) and are stored off-site. We keep retained copies according to the plan, and you can restore from your control panel or ask us to. Backups are a safeguard, not the primary copy: you remain responsible for your own body of work; automated backups that include your files are taken on a best-effort basis per the exclusions above.

Support and response times

Hosting support is by email and WhatsApp during business hours, with emergency handling for outage-class faults outside hours. We monitor infrastructure 24x7 and our systems alert us before most customers notice a fault. Priority response is included on reseller and above plans.

Definitions

"Availability" means the percentage of time in a calendar month that the platform accepts connections for your service. "Monthly service fee" means the hosting fee you actually paid for the affected month, excluding domains, add-ons and GST.