01Our commitment
Visitors to your website want to contact you, buy from you and read your latest news. If your website is down, all of those are lost opportunities. That's why we're committed to keeping our servers, and your website, online.
We use commercially reasonable efforts to provide the Services twenty-four (24) hours a day, seven days a week, and we back that up with a 99.9% uptime commitment and service credits.
02Built for uptime
Our servers are hardware we own and operate, housed in a SOC 2 certified data center in Albuquerque, New Mexico, with:
- Backup battery systems
- Backup power generators
- Multiple fiber Internet providers
- Climate control for temperature and humidity
03What the 99.9% commitment covers
This commitment applies to unscheduled downtime of your website that totals more than 0.1% of the time in a month (about 43 minutes in a 30-day month), when your website is unreachable because of a failure of our internal network or equipment.
Scheduled maintenance (see section 6) doesn't count toward downtime.
04Service credits
- For every hour that your website is unreachable because of an internal network or equipment failure, we'll credit 5% of the fee you paid for that month.
- Downtime must be confirmed by a member of our support team.
- The maximum credit is the full amount you paid for the month of the outage, excluding any fees paid for additional services.
- Credits are applied to your Web7 Technologies account.
How to request a credit
Open a support ticket within 30 days of the downtime. Include the affected domain or server and the approximate times your site was unreachable.
05Items beyond our control
We aren't responsible for outages or circumstances beyond our control that prevent access to your site or server. These don't qualify for credits, and include:
- Network conditions across the Internet, outside our network, such as between your ISP and our data center
- DDoS or other attacks on our servers
- Problems with your ISP's network
- Browser or DNS caching issues
- Downtime resulting from your own actions (see section 9)
06Scheduled maintenance
To keep our network secure and performing well, servers and network equipment need routine maintenance and upgrades ("Scheduled Downtime"). We do our best to keep these interruptions to a minimum and to give commercially reasonable advance notice. Planned outages, including Scheduled Downtime, are not covered by the 99.9% commitment. We'll tell customers as far in advance as possible about any predicted extended outage.
All times are in the time zone where the data center or server is located, which is Mountain Time for our Albuquerque facility.
Routine maintenance (weekly)
Sunday mornings from 12:00 AM to 5:00 AM. A short downtime for quick updates and patches that need a reboot or restart. Outages should not exceed fifteen (15) minutes unless other problems come up. Routine maintenance is not announced.
Comprehensive maintenance (monthly or scheduled)
The first Saturday evening of every month, from 7:00 PM until 7:00 AM Sunday morning, or as otherwise scheduled. A longer downtime for more significant enhancements. It's announced to affected customers at their contact email address.
Emergency maintenance
Maintenance that affects service and is so severe it needs immediate attention. It's unscheduled by nature and only used in extreme circumstances. We'll make our best effort to notify customers if it becomes necessary.
"Scheduled Downtime" includes routine and comprehensive maintenance. Major system upgrades may require additional Scheduled Downtime.
07What this applies to
This Uptime Commitment and maintenance schedule apply to, but aren't limited to:
- VPS servers and accounts
- Reseller servers and accounts, where offered
- Dedicated servers and accounts, where offered
- All network equipment
- Internal websites such as billing and support
08Backups and your data
We run automated backups of customer websites as a convenience, on a best-effort basis. Backups aren't guaranteed to be complete, current or restorable, and they're not a substitute for keeping your own copies.
Before you troubleshoot an issue yourself, or ask us to help with one, back up all of your data. We strongly recommend keeping your own regular backups of anything important.
Web7 Technologies is not responsible for any data loss or corruption, including loss or corruption resulting from (i) our authorized actions, (ii) actions you take using the Services, (iii) hardware failures, or (iv) any software or other technology failures.
09Your responsibilities
It's your responsibility to make sure that everything running on your server is set up to resume automatically after a reboot or restart of your Service. We aren't responsible for problems or outages caused by reboots during standard maintenance periods.
We have no responsibility for downtime resulting from your actions.
10Status updates and questions
A public status page is coming soon. Until it's live, we'll email affected customers about significant incidents, and you can always check on an issue by opening a support ticket.
General support runs 8:00 AM to 5:00 PM Mountain Time, and we aim to reply to tickets within 2 hours during those hours. For outages and server issues, on-call staff are available 24 hours a day and start work immediately.
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