Uptime target and support response times
What our Service Level Agreement says, in plain words.
A summary of our Service Level Agreement.
Uptime
We target 99.7% monthly uptime for hosting, reseller, VPS, dedicated, cloud and managed hosting services. Scheduled and emergency maintenance, attacks and problems outside our network don't count as downtime.
The official support channel is the ticket
Support tickets are the official channel. Requests sent by phone, WhatsApp or social media may not be tracked as official support requests, so for anything that matters, open a ticket.
Response time
Our standard target for a first reply is within 24 business hours. Complex issues, or ones that involve third parties, can take longer to resolve.
Service credits
Where a credit is appropriate, it's given as service credit, up to one month of the service's fees.
Live chat and WhatsApp are great for quick questions. For problems with a service, a ticket gets it to the right engineers and keeps the record.