99% Uptime
The core hosting platform should be available for at least 99% of the measured billing month.
Service Commitment
Clear Hosting Commitments, Properly Communicated
KitCloud is built around practical reliability: sensible capacity management, a clear 99% uptime commitment, planned maintenance when it is needed and honest communication when work affects customers.
Uptime
99% Uptime Commitment For Core Hosting
Our Web Hosting and WordPress Hosting services include a 99% uptime commitment for the core hosting service. In plain English, the hosting service should be available for at least 99 out of every 100 hours.
What That Means
Across a 30-day month, 99% uptime allows up to about 7 hours and 12 minutes of total downtime.
Refund Or Credit
If we miss the uptime commitment for an affected billing month, the remedy is either a refund or account credit for the affected hosting service.
The exact legal wording, exclusions and limits are set out in the Terms & Conditions. This page explains the commitment in customer-friendly language.
Capacity
We Expand Before We Outgrow The Platform
Low-cost hosting should not mean packing customers onto a platform until service quality suffers. KitCloud monitors capacity and growth so we can expand before the platform becomes constrained.
- Platform Load And Growth Are Monitored
- Capacity Expansion Is Planned Before It Becomes A Service Risk
- New Orders Can Be Paused To Protect Existing Customers
- Service Quality Comes Before Chasing Unlimited Customer Numbers
No Intentional Overselling
If extra capacity is not ready, we would rather pause new hosting orders than knowingly overload the platform and damage the service customers already rely on.
99%uptime commitment
Pausenew orders if required
Growcapacity before limits
Maintenance
Why Downtime Is Sometimes Needed
Good hosting needs maintenance. Some work can be completed without customers noticing, but some security, network, hardware or platform work may need a planned service window.
Security Updates
Security updates and patching help keep the platform protected against known issues and emerging risks.
Platform Work
Servers, storage, networking, monitoring and control panel services may need upgrades, repairs or configuration changes.
Emergency Fixes
Emergency maintenance may be needed if delaying work would create a bigger reliability or security problem.
Communication
Downtime Is Fully Communicated
When planned downtime is needed, KitCloud will communicate it clearly so customers know what is happening, why it is happening and what to expect.
- Planned Maintenance Is Communicated In Advance Where Practical
- Customer-Affecting Work Includes The Expected Date, Time And Impact
- Service Incidents Are Updated As Information Becomes Available
- Resolution Updates Explain When Work Has Completed Or Service Has Recovered
- Support Routes Remain Available For Customer Questions
Scope
What The Commitment Covers
The uptime commitment is focused on the core hosting service supplied by KitCloud. Some issues sit outside the hosting platform itself, so they are handled separately in the service terms.
- Core Web Hosting And WordPress Hosting Availability
- Not Domain Registry Or Third-Party Provider Availability
- Not Customer-Side Configuration, Plugins, Themes Or Application Errors
- Not Suspended, Unpaid Or Abusive Services
- Not Planned Or Emergency Maintenance Where The Terms Exclude It
Related Detail
Related Security And Backup Details
Read the plain-English details behind KitCloud's security and backup setup before choosing a hosting plan.
Hosting Security
Enterprise-grade security equipment, software firewalls, Cloudflare protection, SSL and safe access controls explained simply.
Read More About SecuritySecure Hosting Backups
Hourly website restore points, protected cloud backups and tape backup storage explained in practical terms.
Read More About BackupsQuestions
Need Help Understanding The Commitment?
If you have a question about uptime, maintenance, support or how the commitment applies to your service, speak to KitCloud and we will explain it clearly.