The three numbers are the network availability targets in our SLA, and which one you get depends on who runs the server. Self-managed servers get 99.5%, servers on a management plan get 99.95%, and 100% applies only to high-availability setups we engineer, under our High Availability Guarantee.
Each target is the line below which you’re owed a service credit. None of them is a forecast of your uptime.
What each tier pays when we miss
Our SLA page calls the self-managed tier Essential and the managed tier Awesome. Availability is measured over the calendar month, and the credit is a share of that month’s charge for the affected service:
| Month’s availability | Essential | Awesome | HA Guarantee |
|---|---|---|---|
| Below 100% | 0% | 0% | 5% |
| Below 99.95% | 0% | 5% | 10% |
| Below 99.5% | 5% | 10% | 25% |
| Below 98% | 10% | 25% | 50% |
| Below 95% | 25% | 50% | 100% |
The schedule keeps going: Essential reaches a full month’s credit below 85%, Awesome below 90%.
Put in hours, 99.5% tolerates a few hours of network downtime in a month before a credit kicks in. 99.95% tolerates well under an hour.
The tier changes more than the network number
The same two tiers run through the hardware and support SLAs too. On Essential, a failed part is replaced within 2 hours and a support or remote hands ticket gets a response within 30 minutes. On Awesome, it’s 1 hour and 15 minutes, with priority support. For most people that’s the bigger difference, because a dead drive is far more likely than a network outage.
Getting to Awesome means adding Enterprise Server Management, which is $99 a month per server, or $79 when the server also has a qualifying cPanel license. That also buys OS patching, advanced monitoring and troubleshooting.
Read the exclusions before you rely on any of them
Scheduled and emergency maintenance, denial of service attacks, DNS problems outside our control and outages elsewhere on the internet don’t count against availability. Hardware failures sit under the hardware SLA, not the network one.
Here’s my honest view. A credit is an apology with a number attached, and it won’t cover what an outage costs your business. If you really need 100%, what you need is redundancy: two servers, a failover plan, and someone who’s tested it. That’s what the HA Guarantee sits on top of.
FAQ
No. It means any month below 100% availability earns a credit, starting at 5%. It’s only offered on high-availability solutions we engineer, where redundancy is what keeps you online.
Open a ticket in the client portal within ten business days of the breach, with your domain, account number and the dates and times involved. Confirmed credits are applied within two billing cycles and go toward future bills.
Not sure which tier fits your setup, or want a high-availability design priced? Send us the details and we’ll put a proposal together.
