Our amazing support team works with expert system admins keep our services running at their peak. We use industry best practices, the best data centers, and ensure your server has the latest security patches. That's why we can commit to your hosted site and Pro Email being up over 99.9% of the time. The same applies to our SmugHug photo sharing service.
We are not responsible for outages or circumstances beyond our control that hinder access to your site or server such as the following:
- Network conditions across the internet (outside of our network), such as between your ISP and our data center
- DDoS or other attacks on our servers
- Problems with Your ISP's network
- Browser or DNS caching issues
Occasionally, servers and related hardware need to be moved offline for routine maintenance and upgrades to ensure that our services are secure and performing optimally. We do our best to keep such incidents to a minimum and we will attempt to give you advance notice of any scheduled maintenance. These scheduled service outages do not qualify for the uptime commitment. Please see our Server Maintenance Policy for more information.
This commitment is applicable for any unscheduled downtime of your website for more than 0.1% of the total time per month. We will provide a service credit in the amount of 5% of paid fee for the month, for every hour that your website is unreachable due to an internal network or equipment failure. Downtime must be confirmed by a staff member of our support team. Maximum service credit given will be for the full amount paid for the month of outage, excluding any paid fees for additional services. Submit a ticket to request a credit.