We guarantee the availability and functionality of our hosting services. If a service is unavailable because of a fault, you may be entitled to compensation. This text is a brief overview; the wording of the Terms and Conditions is what counts.
When you are entitled to compensation
- The service is unavailable for more than 5 minutes in a calendar month because of a fault.
- Planned maintenance windows are not counted in the downtime.
What the compensation looks like
- A discount of 1% for each additional started hour of unavailability.
- However, no more than an amount equal to the annual fee for running the service.
- The discount is applied in the first month of the next subscription period that has not yet been paid, or in the form of a corresponding number of free days.
How to claim for an outage
You are entitled to compensation only if you report the outage by email no later than 24 hours after it began. So write to us as soon as possible, not after several days. Include the website address, the time you noticed the problem, and what is being displayed.
There is no entitlement if service fees are not paid properly and on time, if the service has been terminated, or if it is not working because of the customer's earlier actions.
Before you report an outage
- Try opening the website from another network (for example from your phone over mobile data). Sometimes the problem is only on your side.
- Try a different browser or an incognito window, or clear the cache.
- Check that your domain has not expired and that the DNS records are fine: Pointing a domain.
- If the website reports a specific error, go through Errors 403, 404 and 500.
- If the problem persists, write to us.