Our uptime promise, in writing.
We commit to 99.99% monthly uptime for our network and servers. If we miss it, you get a week of free hosting for every hour your site is down — credited automatically.
1. Uptime commitment
Our network, servers and power are designed for 99.99% availability each calendar month — no more than 4 minutes and 23 seconds of unplanned downtime. This applies to every paid hosting plan, from Professional to Corporate.
2. The downtime credit
For every hour of downtime caused by our network or servers, we add one week of free hosting to the affected service. Each started hour after the first 15 minutes of an incident counts as a full hour.
Credits have no monthly cap. Credits extend your current plan’s renewal date and cannot be exchanged for cash.
3. How downtime is measured
We check every hosted site from three independent locations every 60 seconds. A site is “down” when it fails from at least two locations for two consecutive checks because of our infrastructure. Incident start and end times are published on our status page.
4. Automatic credits
You do not need to file a claim. Credits are added to your account within 7 days of the incident and shown in your dashboard with the incident reference. If you believe an incident was missed, raise a ticket within 30 days and we will review it.
5. Support response times
Response time is how long until a support engineer — not an automated reply — responds to your ticket, call or chat. If we miss a response target on a site-down ticket, you receive one week of free hosting.
6. Backup and restore
Professional plans are backed up daily, Corporate plans hourly. Backups are encrypted and stored in a separate data centre, kept for 30 days. Restores requested through support are completed within 4 hours; one-click restores from your dashboard start immediately.
7. Scheduled maintenance
Planned maintenance is announced at least 72 hours ahead by email and on the status page. It is carried out between 01:00 and 05:00 IST and does not count as downtime, up to 4 hours a month. Maintenance beyond that is treated as downtime.
8. What is not covered
Downtime caused by your own code, plugins, themes or configuration; by traffic that exceeds your plan; by suspension under our Terms; by DNS or services outside our control; or by force majeure events such as natural disasters or government action. Attacks we fail to mitigate on our network are covered.