Let’s put the Extensible Hosting 99.9% Uptime Guarantee into perspective. This guarantee means that out of a year that is made up of of 8,760 hours, our customers’ sites and servers are up and running for AT LEAST 8,751 hours and 14 minutes of that time. But if you intermittently check various 3rd party uptime statistics for Extensible Hosting (including the one listed above), don’t be shocked when you see that they report a 100% uptime.
However, we are not responsible for outages or circumstances beyond our control that hinder access to your site or server such as the following:
Occasionally, servers and related hardware need to be brought down for routine maintenance and upgrades to ensure that our network is secure and performing optimally. We do our best to keep such incidents to a minimum, and will attempt to give you advance notice of any scheduled maintenance. These scheduled service outages do not qualify for the uptime guarantee. Please see our Server Maintenance Policy for more information.
This guarantee is applicable for any unscheduled downtime of your website for more than 0.1% of the total time per month. We will provide a refund 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 refund 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.