This is a translation of the Dutch original. Where the two differ, the Dutch text prevails.
This document applies to our hosting plans. It says what we commit to, how we measure it, and what happens if we do not deliver. For bespoke work and maintenance agreements we make separate arrangements; those are in your contract.
1 · What we commit to
99.9% availability per calendar month. That works out at roughly 43 minutes your site may be unreachable in a 30-day month.
Available means: the server answers requests for your website. Your site showing an error because of a change on your side does not count — see point 4.
2 · How we measure
From our own infrastructure, every minute, from a machine other than the one being measured. The result is on our status page and is the same source that alerts us. We do not compute something after the fact that happens to suit us; what is on that page is what was measured.
An outage counts from the first failed measurement to the first successful one after it.
3 · Planned maintenance
Maintenance we know will affect your site is announced by email at least 48 hours in advance, and we schedule it between 22:00 and 06:00. Announced maintenance does not count as downtime, as long as it stays within the announced window.
Security updates that cannot wait, we carry out immediately. Those we report afterwards, and they do count.
4 · What is not covered
- Outages caused by your own site, code, plugins or settings.
- Traffic far beyond your plan; see our fair use policy.
- Problems at your domain registrar, or with name servers not hosted by us.
- External attacks exceeding the server’s capacity, such as large-scale DDoS.
- Force majeure: a power cut in the data centre, natural disaster, war, strike.
- Interruptions because you left an invoice unpaid after a reminder.
5 · What you get if we miss it
A discount on your monthly fee for the month it went wrong:
| Measured availability | Discount |
|---|---|
| 99.0% to 99.9% | 10% |
| 95.0% to 99.0% | 25% |
| below 95.0% | 50% |
We settle the discount against your next invoice. It cannot exceed that month’s fee — hosting costs a few tens of euros, and we cannot be liable for consequential loss that is a multiple of it. On that point, article 7 of our terms and conditions applies.
6 · How to claim
Send a message to contact@evvect.com within 30 days of the end of the month, with the date and time. We look at the same measurements that are on the status page.
If we see it ourselves, you need do nothing: when an outage touches the norm, we settle it on our own initiative and let you know. A commitment you have to chase is half a commitment.
7 · If it keeps going wrong
If we miss the norm three months in a row, you may cancel immediately with no notice period, and we refund the prepaid portion. You take your data with you in a format you can actually use.