Service Level Agreement
What 99.9% web hosting uptime allows
HSJ Host guarantees 99.9% uptime for the network and the server each hosting service runs on. This page turns that sentence into hours, credits, and the parts that are outside the promise.
8.76 hours in a year of 8,760
A year has 8,760 hours. Take away 0.1% and 8.76 hours remain. That is about 8 hours and 46 minutes. The orange mark on the bar is that allowance. It is drawn a few pixels wide so you can see it. On a true scale it is one tenth of one percent of the year.
The grey bar is the rest of the year, 8,751.24 hours. The guarantee is not a promise of zero downtime.
- A day
- 1 min 26 sec
- A month
- 44 minutes
- A year
- 8.76 hours
Those three figures are the same allowance spread evenly. They are not a schedule of when a site will go down. The guarantee applies to each service on its own. If you have 50 servers and one of them has an outage, the credit is for that one server.
What an eligible outage is worth
If we confirm an eligible outage, the credit is hours of the affected service. Longer outages earn a larger credit. The credit is worth the cost of those hours of that service.
- Under 10 minutes 12 hours of that service
- 10 to 59 minutes 24 hours of that service
- 60 to 119 minutes 48 hours of that service
- 120 to 239 minutes 120 hours of that service
- 240 to 419 minutes 240 hours of that service
- 420 minutes or more 672 hours, about one month
One incident earns one credit. Credits are not stacked. A hardware failure that also disrupts the network is still one outage. The full table is in the Service Level Agreement, which is read with the Terms of Service.
What the guarantee covers
Covered means the availability of our network, and of the server your service runs on.
Outside the guarantee
- The HSJ Host website, DNS servers, API and control panel.
- Software on your server, including the operating system, applications and website code.
- Downtime you cause, such as a misconfiguration.
- Denial-of-service attacks.
- Scheduled maintenance we give you at least 24 hours' notice of.
- Urgent updates or maintenance lasting less than 10 minutes.
How a credit is claimed
A credit is applied after you ask for it. Please do not assume we already know you want one, even if we told you about the outage first.
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1
Open a support ticket by email or through the client area, and ask for an SLA credit. Every credit needs a ticket number.
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2
The outage is treated as starting at the time that ticket is created.
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3
We review the outage. If it is eligible, the credit from the table goes on that service.
Packet loss
We watch packet loss and latency across the network as a whole. We do not watch them customer by customer. The aim is zero packet loss. If you see more than 1% packet loss between your service and the first hop from our border routers, open a support ticket and we will investigate.
The hosting this sits on
The agreement covers each HSJ Host hosting service. Prices below are GST inclusive. Shared hosting and reseller hosting run in Sydney. A VPS can sit in Sydney or Melbourne.
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Shared cPanel hosting
Sydney servers with cPanel, from about $8.79/month GST inclusive. The usual place for a business website.
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WordPress hosting
The same Sydney shared platform, with one-click WordPress.
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Small business hosting
Shared cPanel in Sydney for a brochure site, email and SSL.
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WooCommerce hosting
Shared cPanel in Sydney for a light shop. A busy store can move to a Linux VPS when the shared account runs out of room.
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Reseller hosting
WHM and white label cPanel from Sydney, from $29.95/month GST inclusive.
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Linux VPS hosting
Unmanaged VPS in Sydney or Melbourne, from $32.95/month GST inclusive. You look after updates, the firewall and backups.
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Windows VPS hosting
Windows Server in Sydney or Melbourne, with the licence included, from $99.00/month GST inclusive.
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SiteJet website builder
Drag and drop with hosting included, from $5.50/month GST inclusive.
Not sure which one fits? Start on the hosting page, or talk to us from the contact page.
Questions about the guarantee
What does 99.9% web hosting uptime mean?
A year has 8,760 hours. 99.9% still leaves 0.1% of that year offline. 0.1% of 8,760 is 8.76 hours, about 8 hours and 46 minutes. Spread evenly, that is about 1 minute 26 seconds a day, or about 44 minutes a month. Those figures are the allowance, not a timetable of outages.
The HSJ Host guarantee is for the network and the server the service runs on. The written terms are in the Service Level Agreement.
Does the guarantee cover my website, cPanel or DNS?
The website code, the operating system and a misconfiguration you make are outside the guarantee. So are the HSJ Host website, DNS servers, API and control panel. A denial-of-service attack is outside it too. Scheduled maintenance we tell you about at least 24 hours ahead is outside it, and so is urgent maintenance that lasts under 10 minutes.
How do I claim a service credit?
Open a support ticket by email or in the client area and ask for an SLA credit. A ticket number is required for every credit. The outage is treated as starting when that ticket is created, even if we told you about the problem first. If we confirm it is eligible, the credit goes on that service only.
You can also reach us on the contact page or on 1800 519 724.
Is the credit cash?
The credit is hours of the affected service, from 12 hours up to 672 hours. It is worth the cost of those hours of that service. One incident earns one credit. If a hardware fault also breaks the network, that is still one outage and one credit.
Which hosting plans include this?
The agreement applies to each hosting service on its own, not to the whole account. Shared and reseller hosting run in Sydney. Linux VPS and Windows VPS can sit in Sydney or Melbourne. A Linux VPS is unmanaged. Compare them on the hosting page.
Put the guarantee next to a plan
The allowance is 8.76 hours a year for the network and the server. The plans, and the written SLA, are the next step.