Quick answer: we aim for high availability, and Cloud-Optimized plans in our Singapore location run on servers with 99.9% availability. If your service was down because of our network or server, open a ticket with the time and details and we will investigate and review it under our Terms & Conditions.
What may not count as downtime
- Scheduled maintenance that was announced in advance.
- Problems caused by your own scripts, plugins or themes.
- Suspension for non-payment or a breach of our Terms & Conditions.
- Attacks aimed at your own website, even though we work to reduce their effect.
How to report downtime
- Open a ticket as soon as you notice it.
- Give the domain or server IP, the start time and what you saw.
- Our team checks the logs and tells you the cause.
The details of any compensation are set in our Terms & Conditions. If you are unsure, ask in a Billing ticket.