This text explains the monthly uptime target, the exclusions, and service credits. Read the scope of the commitment and how a credit is applied.
1. Measurement
For cloud and dedicated services, the monthly uptime target for network and power is 99.9 percent. The period is a calendar month. Downtime is counted from the moment the Customer opens a ticket until the service is restored. For shared hosting, the target is the rate written on the product page, and the same credit table applies.
2. Time That Is Not Counted
The following is not included in downtime: maintenance announced at least 24 hours in advance; the Customer’s software, configuration, or content; a shutdown at the Customer’s request; an attack that exceeds mitigation capacity; a backbone or power outage outside the provider’s control; and force majeure.
3. Credit
| Monthly uptime | Credit |
|---|---|
| Below 99.9 percent, and 99.5 percent or above | 10 percent of the monthly fee |
| Below 99.5 percent, and 99.0 percent or above | 25 percent |
| Below 99.0 percent | 50 percent |
The request is made by a ticket within 30 days after the month ends. A credit is not paid out in cash. It is deducted from the next invoice and does not exceed that month’s fee. A credit is not applied to an account with an overdue debt. The credit takes the place of any other compensation. Intent and gross negligence are reserved.
