AltusHost is committed to providing 99.9% uptime for our Dedicated Server services.
Below is further explained when we cannot be held responsible and how in case of an unexpected outage that is our responsibility, we will credit you.
We are not responsible for outages or circumstances beyond our control that hinder access to your site or server such as the following:
- Network conditions across the internet (outside of 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
Occasionally, servers, network equipment, and related hardware need to be brought down for routine maintenance and upgrades to ensure that our network is secure and performing optimally. We do our best to keep such incidents to a minimum and we will attempt to give you advance notice of any scheduled maintenance. These scheduled service outages as well as emergency network maintenances who are system integrity-related, do not qualify for the uptime commitment.
This commitment is applicable for any unscheduled downtime of your website for more than 0.1% of the total time per month. We will provide a service credit in the amount of 5% of paid fee for the month, for every hour that your website is unreachable due to an internal network or equipment failure. Downtime must be confirmed by a support team staff member. Maximum service credit given will be for the full amount paid for the month of outage, excluding any paid fees for additional services and licenses. Credit requests must be made and done via ticket.
If you have any questions or concerns, feel free to contact us to clarify everything for you.