How it works

Our servers are automatically monitored around the clock using systems that are totally independent of our hardware, network and data centre. They are 'pinged' every minute from a number of international locations which is the only way to be sure of having a true reflection of their online availability.

If the web server is down for more than 0.1% of the time in any one calendar month (over and above our 99.9% guarantee) you will be credited 5% of your web hosting fees for that month. If the server is up for less than 98.5% you will automatically receive 100% of your monthly hosting fees, with no more than 100% to be credited in any one month.

How we define 'downtime'

If the monitoring system cannot 'ping' the web or server on port 80 i.e. it is not reachable over the internet, this qualifies as downtime.

How you will be credited

Every month we will look at the previous month's downtime, calculate any credits due and automatically apply them to your account in the Account Manager. These credits are automatically offset against any future renewal invoices.

Be on the lookout for other so called 'uptime guarantees'. Most other hosting companies will only compensate you if you contact them to tell them the server is down and they verify it! We will already know when the server is down, keep an accurate record of downtime and automatically credit your account whether you tell us or not!

The credit is based on the cost of your hosting package and does not include domain names or add-ons such as secure server certificates.

Exceptions

Downtime caused by the following is not covered by our uptime guarantee:

• Planned server maintenance where you have been given 48 hours notice by email.*
• Planned network outages where you have been given 48 hours notice by email.*
• Circumstances beyond our reasonable control such as:
  
  • Customer's acts or omissions (or acts or omissions of others engaged or authorised on behalf of the customer), including, without limitation, custom scripting or coding, such as CGI, Perl, HTML, PHP, any negligence, willful misconduct, or use of our services in breach of Net Explorers' Terms and Conditions.
• Hardware failure
• DNS issues outside our direct control.
• DNS Propogation.
• Acts of terrorism, war, sabottage, fire, flood, strike etc.
• DoS (Denial of Service) attacks, hackers or viruses.
• Internet outages not associated with our data center, servers or network (e.g. your internet connection provider). We are not responsilbe for DNS or browser caching that may make your site appear to be offline even if other people can access it.

* It is your responsibility to ensure your contact email address is correct in the Account Manager as this is what will be used to notify you of scheduled maintenance. We cannot be held responsible for incorrect email addresses.