Our uptime promise
This guarantee covers Shared Hosting and Reseller Hosting. "Uptime" means our servers and network are online and your website can be reached, measured by our monitoring every minute.
Service credits
If uptime in a calendar month falls below 99.9%, you receive a credit on that service:
| Monthly uptime | Credit |
|---|---|
| 99.0% to 99.9% | 5% of that month's fee |
| 95.0% to 99.0% | 10% of that month's fee |
| Below 95.0% | 25% of that month's fee |
For yearly plans, the monthly fee is the yearly price divided by 12. Credits are added to your next renewal. They are not paid out in cash, and total credits in a month cannot be more than that month's fee.
How to claim
Message us on WhatsApp or email support@speedihost.com within 7 days after the end of the month, with your domain name and the date and time you noticed the problem. We check our monitoring records and confirm your credit within 3 working days.
What is not counted as downtime
- Scheduled maintenance that we announced at least 24 hours ahead by WhatsApp or email. We schedule it at night, Pakistan time, and keep it as short as possible.
- Problems caused by your website code, plugins, settings or by going over your plan's limits.
- Suspension for non-payment or for breaking our Acceptable Use Policy.
- Large-scale attacks on the network (such as DDoS), and outages of the internet or of services outside our control, such as your domain's DNS provider, your ISP or international internet cables.
- Events beyond reasonable control, such as natural disasters or government-ordered shutdowns.
Monitoring and alerts
We monitor our servers every minute. If there is a problem with the server your website is on, we post an update for affected customers on WhatsApp, so you hear it from us first.
Support response targets
| Type of issue | Target first reply |
|---|---|
| Website or email down | 15 minutes, any time |
| Something not working right | 1 hour |
| General questions and sales | Same working day |
These are targets we work to meet, not part of the credit guarantee above.