We guarantee 99.9% network uptime for the servers that carry your website, email and control panel. Measured over a month, that allows for roughly 43 minutes of unplanned downtime.
Why not 100%? #
Because no honest host can promise it. Hardware fails, upstream networks have incidents, and security patches occasionally need a reboot. A company advertising 100% uptime is either excluding so much from the calculation that the figure stops meaning anything, or hoping nobody checks. We would rather publish a number we can stand behind.
Scheduled maintenance is announced in advance and is not counted as downtime. Neither are outages caused by your own site, for example a plugin that exhausts the resources allocated to your account.
Transparency during an incident #
Many hosts go quiet the moment something breaks, on the grounds that answering messages slows down the repair. We take the opposite view. If your service is affected you deserve to know what happened and roughly when it will be fixed, so you can tell your own customers something useful.
When there is an incident, we commit to:
- starting work within 30 minutes of being notified;
- telling you what the actual problem is, rather than sending a generic apology;
- giving a realistic estimate for resolution, and updating it if it changes;
- publishing an update on our Facebook page when the issue affects more than one customer.