99.9% Server Uptime Guarantee
99.9% uptime is guaranteed for websites hosted on our dedicated servers and VPSs. This guarantee excludes any sites hosted on shared servers.
This guarantee means that out of a year (which is made up of of 8,760 hours) our customers’ sites are up and running for AT LEAST 8,751 hours and 14 minutes of that time.
However, 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 servers
- DDoS or other attacks on our servers
- Problems with Your ISP’s network
- Browser or DNS caching issues
- Downtime due to customer mismanagement of hosted applications (e.g. CMS)
Occasionally, servers and related hardware & software need to be brought down for routine maintenance and upgrades to ensure that our servers and applications are secure and performing optimally. We do our best to keep such incidents to a minimum, and will give advance notice of any scheduled server maintenance. These scheduled service outages do not qualify for the uptime guarantee.
This guarantee is applicable for any unscheduled downtime of your website for more than 0.1% of the total time per month. We will provide a refund in the amount of 10% of paid fees for the month, for every hour that your website is unreachable due to an internal network or equipment failure.
Downtime must be confirmed in writing by a Vivify staff member. Maximum refund given will be for the full amount paid for the month of outage, excluding any paid fees for additional services. Contact us within 5 days of the outage to request a credit. Claims made outside of this time limit will be void.
This guarantee does not apply to email services unless specifically stated in a written agreement between Vivify and the customer.