We target 99.9% availability per calendar month for hosted services. Availability is measured by our own monitoring from at least two vantage points, one inside the facility and one external. The same data feeds the public status page, so you can check our arithmetic.
Legal
Service Level Agreement
Our 99.9% availability commitment, what counts as downtime, and the credits you are owed when we miss it.
Below 99.9% availability in a calendar month: 10% of that month's fee. Below 99.0%: 25%. Below 95.0%: 100%. Credits apply to the affected service only and are issued as account credit against future invoices.
Credits are claimed from a one-click form in the client portal within 30 days of the affected month. We do not require you to prove the outage — our monitoring is the record. If our record and yours disagree, tell us and we will look at both.
Scheduled maintenance announced at least 48 hours in advance; downtime caused by your own software, configuration, or content; suspension for non-payment or Acceptable Use Policy breach; and events genuinely outside our control such as upstream carrier failure or natural disaster. We will still tell you what happened.