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Guarantees
uptime

If your site isn't available 99.9% of the time within a given month, we will give you a pro-rated credit for the time.

While we rarely have server issues that result in downtime, we admit that short lapses in service can happen. When they do, you shouldn't have to pay. Which is why we drafted our unique 99.9% Uptime Guarantee. Many hosts offer "uptime guarantees" but make no mention of what happens if they don't meet their posted uptime figure. We stand behind our network reliability by offering you a pro-rated credit for any downtime outside of our 99.9% window.

Please note that this guarantee applies only to unscheduled outages. Occasional planned server/network maintenance may be necessary. In all but the most urgent cases, we will either send out an email notifying customers of maintenance that is to be performed or post a maintenance notice to our website. When notice is sent or posted at least one hour prior to service interruption, the outage does not qualify for our uptime guarantee.

Service credits are calculated as follows:

  • Between 0 minutes and 45 minutes downtime per month (100% - 99.9% uptime) : No credit
  • Between 45 minutes and 3 hours 30 minutes downtime per month (99.9% - 99.5% uptime) : 5% credit
  • Between 3 hours 30 minutes and 7 hours 15 minutes downtime per month (99.5% - 99% uptime) : 10% credit
  • Between 7 hours 15 minutes and 14 hours 30 minutes downtime per month (99% - 98% uptime) : 15% credit
  • Between 14 hours 30 minutes and 1.5 days downtime per month (98% - 95% uptime) : 25% credit
  • Greater than 1.5 days downtime per month (less than 95% uptime) : 100% credit

Contact our billing department to request a service credit† in accordance with our Site Availability Guarantee.

Notes: Service credits issued for downtime are issued in the form of credits to your Site5 account, and will be automatically applied to future invoices. Cash refunds will not be issued as a result of downtime. Site availability guarantee does not include downtime that is out of Site5's control, including but not limited to: upstream network outages, internet backbone congestion, outages caused by acts of god, and facility power failures. Account must also be in good standing & not in violation of our Terms of Service or Acceptable Use policies. Service credits should be requested at the end of the month for the current month or beginning of the month for the previous month. Back credits will not be applied.

Please note that the uptime guarantee is not applicable towards semi-dedicated, VPS, or dedicated hosting services.
 
30-day-guarantee If for any reason you are unsatisfied with our hosting services within your first 30 days, simply notify us and your contract fees will be reversed. No advanced notification required, no paperwork, no red tape, no catches whatsoever.

Note that the 30 day period ends exactly 30 days from the day on which your account was originally activated (not the day the order was placed). This guarantee is VOID if your account violates our TOU agreement, TOS agreement, or any other policies.

Please note that due to the nature of the product, the 30 day money back guarantee only applies to shared hosting accounts and does not apply to semi-dedicated, VPS, or dedicated hosting services, domain registrations, bandwidth overages. dedicated IP addresses, or any other services.