01Our Commitment
We commit that each paid Service will be available at least 99.9% of the time in each calendar month. This Service Level Agreement ("SLA") is part of our Terms of Service. The credits below are your only remedy if we fall short.
02Services Covered
The SLA covers paid cloud servers, web hosting, business email, IP transit and colocation. For colocation, power is covered only for equipment with dual power supplies connected to both of our power feeds; see Colocation Terms. Free, trial, promotional or beta Services are not covered, and nor are Services that are suspended, cancelled or overdue.
03What Counts as Downtime
Downtime is time during which a Service is completely unreachable because of a failure in our facility, power, network or host hardware. It starts when our monitoring first detects the outage or when you report it in a ticket, whichever comes first, and ends when the Service is working again. Our monitoring records and logs decide the duration.
04What Does Not Count
- Planned maintenance announced in advance, and urgent maintenance needed for security or stability
- Scheduled maintenance by our datacenter partners that we pass on to you at least 48 hours in advance
- Problems caused by you, your software or configuration, or by resource limits under our Fair Use Policy
- Faults inside a single cloud server when the host is healthy
- Packet loss, slow speeds or other performance issues where the Service is still reachable
- DDoS attacks, including traffic filtering, the extra latency of scrubbing, and blocking an attacked address to protect the network
- Power interruptions to colocation equipment with a single power supply
- Suspension or termination under our Terms or policies
- Events outside our reasonable control, including failures of upstream carriers and third-party services
05Service Credits
Credits are given as extra service time on the affected Service, based on the length of each qualifying incident:
| Length of one incident | Extra service time |
|---|---|
| Less than 1 hour | None |
| 1 hour to less than 2 hours | 1 day |
| 2 to less than 3 hours | 2 days |
| 3 to less than 4 hours | 3 days |
| 4 to less than 5 hours | 4 days |
| 5 to less than 6 hours | 5 days |
| 6 to less than 7 hours | 6 days |
| 7 hours or more | 14 days |
Credits for one Service never exceed 30 days of service in a calendar month. They move the renewal date of the affected Service, have no cash value, cannot be exchanged for a refund or moved to another Service or account, and do not apply to setup or one-off fees.
06How to Claim
Open a ticket in the client area within 72 hours of the incident, with the Service, its IP address or hostname, and when the outage started and ended (with time zone), plus any monitoring logs or traceroutes you have. Your account must be in good standing, the Service must not be suspended or cancelled, and you must not have opened a chargeback. Each incident can be claimed once, and repeated outages from the same root cause count as one incident. We aim to answer claims within five business days and will explain any decision we make.
07VIP Support Response Time
Web hosting plans that include VIP support (currently the Enterprise plan) come with a first-response commitment: a member of our team will reply to a new support ticket within 2 hours, at any time of day. If we miss it, you can claim 1 day of extra service on that plan for each ticket where the reply was late, using the claim process below. Response-time credits count toward the 30-day monthly limit. Other support levels shown on our plans are target response times, not commitments.
08Governing Language
This policy is written in English, and the English version is the only legally binding version. Translations into other languages, including Simplified Chinese, Spanish and French, are provided for convenience only and are not legally binding. If a translation differs from the English version, or is unclear, the English version prevails.
09Changes to This Agreement
We reserve the right to change this agreement at any time. The version published on this page is the one in force. When we make a material change we will try to tell you by email or in the client area before it takes effect, and your continued use of our services afterwards means you accept the revised version.