Service Level Agreement

1. The commitment

We commit to 99.9% availability of the hosting service, measured monthly. Over a 30-day month, 99.9% allows approximately 43 minutes of unplanned downtime.

The commitment covers Web Hosting, budget hosting, reseller hosting and email hosting plans. On a reseller hosting plan it is made to you as the reseller, and not to your clients.

2. What counts as downtime

Downtime is a period during which your website is not reachable over HTTP or HTTPS from the public internet due to a fault in infrastructure under our control. This includes server, network and power failures within the data centre, and failures of the web server software we operate.

On an email hosting plan, downtime is a period during which you cannot send or receive mail, or reach webmail, due to a fault in infrastructure under our control.

Downtime begins when we detect the fault, or when you report it in a ticket, whichever is earlier. It ends when service is restored. Periods shorter than five consecutive minutes are not counted.

3. What does not count

The following are excluded from the calculation:

• scheduled maintenance notified in advance, as described below;
• emergency maintenance required to address a security vulnerability;
• faults caused by your own code, database queries, plugins or configuration;
• suspension of your account under the Acceptable Use Policy or for non-payment;
• on a reseller hosting plan, a client account that you have suspended or removed;
• exhaustion of your plan's resources through your own usage;
• denial of service attacks directed at your site or at our network;
• failures of third-party services you rely on, including DNS you host elsewhere, external APIs, CDNs and email providers;
• mail delayed, rejected or marked as spam by another provider's mail server;
• problems with your own connection, device or local network;
• domain name expiry or misconfigured nameservers;
• force majeure events as defined in the Terms and Conditions.

4. Scheduled maintenance

Routine maintenance is carried out between 02:00 and 06:00 Malaysian time, and we aim to give at least 48 hours' notice by email and on our status page. Scheduled maintenance is capped at eight hours in any calendar month.

Security patching that cannot safely wait may be applied without notice. We will publish what was done afterwards.

5. Measurement

Availability is measured by our own external monitoring, which checks each server at one-minute intervals from more than one location. A server is treated as down only when the failure is confirmed from at least two locations, so that a single monitoring path does not produce a false result.

Monthly availability is calculated as: (total minutes in the month, less excluded minutes, less downtime minutes) divided by (total minutes in the month, less excluded minutes), expressed as a percentage.

6. If we fall short

The uptime figure is a service commitment. It does not carry service credits, refunds or other compensation for downtime. If we miss it in any month, we will publish what happened and what we are changing to stop it happening again.

This does not affect your rights under the Consumer Protection Act 1999.

7. Status reporting

Incidents affecting more than one client are published on our status page as they are worked on, with a summary afterwards. We would rather tell you what broke than leave you guessing.