Uptime guarantee
It is installed when the service starts and renews itself every two months. There is nothing to order and nothing to miss.
How we measure
This is the first thing to ask about any such guarantee. Without it the number means nothing.
Measuring from inside would always show 100% — so the probes sit at other providers. Three in Bulgaria, two in Europe.
Each probe checks separately. The check requests a real page, not just a network reply — a site returning an error counts as down.
A single probe may have trouble at its own provider. Three out of five means the problem is ours.
A response over 3 seconds for more than 5 minutes counts as downtime. A site that takes ten seconds has stopped, as far as the visitor is concerned.
The measurements are in your panel, for the last 12 months. You can check them before asking for a credit.
What you get
The credit applies to the monthly fee for the affected service. The band depends on how long it was down.
| Achieved for the month | What that is in minutes | Shared and VPS | Managed |
|---|---|---|---|
| above 99.9% | under 43 min | — | — |
| 99.5% – 99.9% | 43 min – 3.6 h | 10% | 25% |
| 99.0% – 99.5% | 3.6 h – 7.2 h | 25% | 50% |
| 95.0% – 99.0% | 7.2 h – 36 h | 50% | 100% |
| below 95.0% | over 36 h | 100% | 100% |
What this amounts to in practice
Example: a shop on an €18/month VPS. In March the site was down for 2 hours and 40 minutes in total.
What does not count
The exclusions are at the front, not buried on page eight. They are exactly what usually makes such documents meaningless.
We count them, because there are 5. If there were twenty, the guarantee would mean nothing.
A broken plugin, an error in code, memory exhausted by your application. The server works; the site does not.
We do them between 2 and 5 in the morning. If we did not announce it — it counts as downtime.
After three reminders and ten days. Until then everything works normally.
A wrong domain setting, a deleted file, a service you stopped yourself. We fix it, but it does not count.
Natural disaster, war, a decision of an authority. Not “heavy traffic” or “a big attack” — those are our job.
How to claim a credit
Three steps, a 30-day deadline. It is not automatic — and we will tell you why.
Services → your service → Uptime. The exact figures for every past month, as we measure them.
That is all. No form, nothing to prove — we have the figures too.
On your account in the panel. It is deducted from the next invoice automatically.
How much we have paid out
A guarantee that has never paid out is either a flawless service or a document written not to pay. Here are the figures.
If you need more than this
For projects where every minute costs money we sign a separate contract — with a higher promise, penalties instead of credits, and the name of a person who is accountable. Tell us what you need.
The other documents
This guarantee is part of the terms of service.