Uptime guarantee and service credits

We aim to keep your services online all the time. If unscheduled downtime caused by a fault on our side goes over our uptime guarantee, you can claim a service credit.

The guarantee


Uptime guarantee	99.9% each calendar month
When it’s missed	Unscheduled downtime of more than 0.1% of the month, roughly 43 minutes
Credit	5% of the service’s monthly fee for every hour the service was unavailable
Maximum credit	The full amount you paid for that service for the month of the outage, not including fees for additional services
What’s covered	Downtime caused by a failure of our internal network or equipment

Example

Your hosting plan costs ₦10,000 a month, and a fault in our data centre makes it unavailable for 3 hours in one month. That’s more than 43 minutes, so you can claim 3 × 5% = 15%, which is ₦1,500.

What isn’t covered

The guarantee covers faults on our side. It doesn’t cover downtime caused by:

Scheduled maintenance that we announce in advance. See Checking Ruachost service status.
Your website or account, for example code errors, a hacked site, plugin problems, reaching your plan’s resource limits or disk space.
Suspension of your account, for example for an unpaid invoice or a breach of our Terms of Service.
Things outside our network, such as your internet provider, DNS hosted elsewhere, or third-party services.
Attacks on your website, such as DDoS attacks, or events outside our reasonable control.

Claim a credit

Open a ticket in the Billing department within 30 days of the outage.
Tell us which service was affected, and the date, time and how long it was down. Screenshots or uptime monitor reports help.
We check the outage against our monitoring. If it’s covered, we add the credit to your account credit, which is used automatically on your next invoice. See Account credit.

Service credits aren’t paid out as cash and can’t be moved to another account.

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