Our commitment
We aim for your server to be reachable at least 99.9% of the time in each calendar month. Over a 30-day month that is about 43 minutes of allowed downtime.
What counts as downtime
Downtime is the number of minutes in a month that your server's address cannot be reached because of a fault in our infrastructure: the physical machine, its network connection or its power. It is measured by our own monitoring.
What does not count
- Maintenance we announce at least 48 hours ahead.
- Problems caused by you: crashes, plugins, mods, configuration, running out of memory, or using more resources than your plan includes.
- Suspension for non-payment or for breaking the acceptable use rules in the Terms.
- Attacks larger than the protection provided by our hosting provider can absorb.
- Events outside our reasonable control, such as widespread internet outages.
Credits if we miss the target
| Uptime in the month | Credit |
|---|---|
| Below 99.9% but at least 99.0% | 5% of that month's fee for the affected server |
| Below 99.0% but at least 95.0% | 10% of that month's fee for the affected server |
| Below 95.0% | 25% of that month's fee for the affected server |
Credits are applied to your account balance for future invoices. They are not paid out as cash, and they are the only remedy for downtime under this SLA.
How to claim
Claims are mainly accepted within 7 days of the downtime being fixed, so open a support ticket as soon as it is back. Later claims may be declined. Include your server name and the dates and times of the downtime. We will check our monitoring and apply the credit if the target was missed.