DrakNet Web Hosting - 99.9% Uptime Guarantee

99.9% Uptime Guarantee

If your web site is not available 99.9% of the time in a given month, we will credit the amount of downtime to your next month's (or billing period's) hosting fees.

Downtime is defined as our network equipment or your shared server being down. We do not control the whole Internet, and so we cannot guarantee your ability to access your site due to circumstances beyond our control (i.e. down routers, DoS attacks, web site configuration issues, etc.) and we outline the specific exclusions below under "Guarantee Exclusions".

This does not include scheduled downtime which is posted in our News section or tweeted about (Apache restarts, hardware upgrade, and so on..

In order to receive your web hosting service credit you must: a) document your downtime (via email is fine) and b) have us verify the downtime.

We issue the following percentages as credits for the following documented downtime amounts:

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) : 10% credit
Between 3 hours 30 minutes and 7 hours 15 minutes downtime per month (99.5% - 99% uptime) : 20% credit
Between 7 hours 15 minutes and 14 hours 30 minutes downtime per month (99% - 98% uptime) : 30% credit
Between 14 hours 30 minutes and 1.5 days downtime per month (98% - 95% uptime) : 50% credit
Greater than 1.5 days downtime per month (less than 95% uptime) : 100% credit

Guarantee Exclusions

Many possible situations are completely beyond the control of DrakNet, and therefore are not in the scope of this Guarantee. These situations include:

Scheduled Network Maintenance - occasionally network maintenance will be required. DrakNet will do everything possible to minimize and avoid downtime during this maintenance however, sometimes downtime is an unavoidable consequence of necessary maintenance. Scheduled maintenance periods are not eligible for SLA credits.
Hardware Maintenance - on rare occasions, the hardware one of our servers may need maintenance or replacement. While we will do everything possible to minimize disruption, certain maintenance and replacement issues necessitate downtime and this downtime would be excluded.
Software Maintenance - an important part of managing a dedicated server is keeping the software up to date, and occasional software updates will be required to address security or performance issues. Usually you will experience little or no downtime in these situations, but we cannot guarantee a specific amount of time in all situations.
Malicious Attacks - if a third party not associated with DrakNet initiates a "Denial of Service" or other form of disabling attack against your site or the server or major portions of our network, we will do everything in our power to stop the attack, but by the nature of the issue we cannot guarantee a resolution time.
cPanel Issues - On occasion, one of the cPanel automatic updates could adversely affect all or part of the cPanel related software on our servers. DrakNet will do whatever is necessary to fix any cPanel related problems, but cannot guarantee a resolution time.
Cloud LVE - Please note that this guarantee relates to the server, and the network. If your site outstrips your resource container and slows down or stops, clearly we won't be refunding you for that. :)