Uptime Guarantee
ClearGeo.Tech guarantees 99.9% uptime for all web hosting services, calculated on a monthly basis.
This translates to a maximum of 43.2 minutes of downtime per month.
Uptime Calculation
| Service Level |
Monthly Downtime |
Annual Downtime |
| 99.9% (Our Guarantee) |
43.2 minutes |
8.8 hours |
| 99.95% (Our Target) |
21.6 minutes |
4.4 hours |
| 99.99% (Premium SLA) |
4.3 minutes |
52.6 minutes |
What Counts as Downtime
- Server hardware failures
- Network connectivity issues on our end
- Software failures affecting service availability
- Power outages at our data centers
Support Response Times
We guarantee the following response times based on issue priority:
Definition: Complete service outage, security breach, or data loss
Examples: Website completely inaccessible, server crash, security incident
Response: Immediate acknowledgment and escalation to senior technicians
Definition: Significant service degradation or functionality loss
Examples: Slow website performance, email delivery issues, SSL problems
Response: Technical specialist assigned within 2 hours
Definition: Minor service issues or feature requests
Examples: Control panel access issues, minor configuration problems
Response: Initial response within 8 hours during business hours
Definition: General questions and guidance requests
Examples: How-to questions, feature explanations, general guidance
Response: Response within 24 hours during business hours
Security Commitments
Infrastructure Security
- 24/7 security monitoring and incident response
- Regular security updates and patches
- Intrusion detection and prevention systems
- Physical security at all data center locations
- Network firewalls and access controls
Data Protection
- SSL/TLS encryption for all data transmission
- Daily automated backups with 30-day retention
- Secure data center facilities with biometric access
- Regular backup testing and restoration procedures
Maintenance Windows
Scheduled Maintenance
Scheduled maintenance is performed during low-traffic periods, typically between
2:00 AM and 6:00 AM EST on weekdays. We provide at least 48 hours advance notice for
any scheduled maintenance that may affect service availability.
Emergency Maintenance
Emergency maintenance may be performed without advance notice to address critical security
vulnerabilities, hardware failures, or other urgent issues that threaten service stability or security.
Maintenance Exclusions
Scheduled maintenance windows are excluded from uptime calculations. Emergency maintenance
is included in uptime calculations unless it exceeds 4 hours in a single month.
Service Credits
If we fail to meet our uptime guarantee, you may be eligible for service credits according
to the following schedule:
| Monthly Uptime |
Service Credit |
| 99.0% - 99.89% |
10% of monthly hosting fee |
| 98.0% - 98.99% |
25% of monthly hosting fee |
| 95.0% - 97.99% |
50% of monthly hosting fee |
| Below 95.0% |
100% of monthly hosting fee |
Credit Request Process
- Submit a credit request within 30 days of the end of the affected month
- Provide specific details about the downtime experienced
- Our team will investigate and verify the claim
- Approved credits will be applied to your next invoice
SLA Exclusions
This SLA does not apply to downtime or service issues caused by:
- Scheduled maintenance (with proper notice)
- Customer-caused issues (misconfiguration, resource abuse, etc.)
- Third-party service failures (external DNS, payment processors, etc.)
- Internet service provider issues affecting customer connectivity
- DDoS attacks exceeding our mitigation capacity
- Force majeure events (natural disasters, acts of war, etc.)
- Customer account suspension due to policy violations
- Issues with customer's own applications or code
Monitoring & Reporting
Our Monitoring Systems
We continuously monitor our services using:
- Automated uptime monitoring from multiple global locations
- Real-time performance monitoring and alerting
- Network traffic analysis and capacity planning
- Security monitoring and threat detection
- Customer-facing status pages with real-time updates
Transparency Reports
We publish monthly uptime reports showing actual performance against our SLA commitments.
These reports include detailed breakdowns of any downtime incidents and the steps taken to resolve them.
Real-Time Status
Check the current status of our services at any time on our
live status page, which provides real-time information about
system availability and any ongoing incidents.
