Written to be read, not to be survived. If something here is unclear, ask and we will rewrite it.
Hosting availability target is 99.95% per calendar month, measured by synthetic checks every 60 seconds from three regions against each site's homepage and a static asset. Availability means the site returns a valid response, excluding the exclusions in section 5.
| Monthly availability | Credit |
|---|---|
| 99.50% – 99.94% | 10% of monthly hosting fee |
| 98.50% – 99.49% | 25% of monthly hosting fee |
| Below 98.50% | 50% of monthly hosting fee |
Credits are applied automatically on the next invoice. You do not have to file a claim.
| Severity | Definition | First response | Update cadence |
|---|---|---|---|
| P1 | Site down, checkout failing, or security incident in progress | 15 min | 30 min |
| P2 | Degraded performance or a broken non-critical function | 1 h | 2 h |
| P3 | Content change, question or planned work | 4 h | daily |
P1 support is staffed 24×7 for hosting and security clients. Project work follows the hours in the statement of work.
We acknowledge a suspected breach within one hour, isolate affected systems, and notify affected clients within 72 hours with what we know and what we have done. A written post-incident report follows within five business days. Penetration test reports are delivered within ten business days of the test window.
If availability falls below 99.00% in two consecutive calendar months, you may terminate the affected hosting service without penalty on 30 days' notice, regardless of the committed term.
Availability, incident history and per-location latency are published in the portal and on the status page. Resolved incidents are never deleted.