Q. What is our uptime guarantee?
A. We guarantee that your website will be online 99.8% of the time in a calendar month. In layman terms, this means that we guarantee that it will not be offline for more than 1.5 hours over the course of a calendar month
Q. What happens if it’s offline for more than 1.5 hours?
A. We will offer refunds in the following way:
- 10% refund for every full hour offline over the 1.5 hours. This means that if the site is down for 2.5 hours you will receive a 10% refund. If it’s offline 3.5 hours you will receive a 20% refund, but if it’s offline for 3 hours it will fall back to 10%. The maximum refund is 100% of a monthly fee.
- Refunds will only be paid VIA PayPal.
Q. What is excluded from the guarantee?
A. If the downtime is caused by a natural event, terrorist act, criminal activity on the infrastructure or ISP services, we will not be liable for the downtime. If the downtime has been caused by changing of code, lack of security on your own website or a bad or malfunctioning plugin or theme, we will not be liable for downtime.