Our Service Level Agreement (or “SLA”) is our commitment to you to keep your site accessible on the public internet. We take our SLA commitment to you seriously, so we’ve created an easy tool for you to monitor how we’re doing – a public overview of our uptime and response time from Pingdom.
Our commitment is that we’ll keep your site up and running 99.9% of the time as measured over a calendar month using our publicly accessible availability report, or upon your request we’ll refund the price you paid for the time your site was not accessible. To receive a refund for downtime under our SLA, you must request it by email or our contact page.
If your sign up in the middle of a month and experience downtime before the calendar turns to the next month, we’ll automatically extend your subscription by 1 full day for each day your site experienced downtime, even if the downtime was only for a minute. This credit is much greater than a normal refund, and it only applies in your first partial month until the calendar turns to a new month. We don’t like signing up for a new service and experiencing a glitch soon after getting up and running, so that’s our way of saying “sorry” and reminding ourselves not to let it happen again.
By using a third-party testing service to monitor our uptime every minute from data centers around the globe and making it publicly available in our availability report, we’re reflecting our commitment to present comprehensive and accurate information in a transparent fashion.
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