This Service Guarantee applies to eligible paid web-hosting services provided by Western Horizon Technologies, Inc. under the Lizard Hill Hosting name.
99.99% monthly availability commitment
We target 99.99% availability for the network and server infrastructure supporting an eligible hosting service during each calendar month. Availability means the ability of the covered service to accept and pass normal Internet traffic. Availability is calculated using our monitoring and operational records.
Excluded events
Unavailability is excluded when caused by scheduled maintenance announced in advance; emergency maintenance required to protect systems or data; customer content, code, configuration, credentials, or resource exhaustion; customer-requested actions; third-party software; DNS or network systems outside our control; distributed denial-of-service attacks or other malicious traffic; governmental action; labor disruption; natural disaster; widespread utility or Internet failure; or another event beyond our reasonable control.
Service-credit requests
If monthly availability falls below 99.99%, the affected customer may request a service credit by opening a support ticket within seven days after the end of the affected month. The request must identify the affected service and approximate date and time of the event. The account must be current and in good standing.
An approved credit will equal the affected service’s prorated recurring charge for the verified period of unavailability, with a minimum credit equal to one day of that service’s recurring charge. Total credits for a month will not exceed the recurring charge for the affected service for that month. Credits are applied to the account, have no cash value, and are the exclusive remedy for failure to meet this availability commitment.
Backups and restoration
We ordinarily create a full backup weekly and incremental backups daily, with backup data retained for up to ninety days. Restoration may be requested by opening a support ticket. Backups are maintained as a disaster-recovery and operational convenience; they are not guaranteed to capture every file or transaction, remain free of corruption, or support every requested restoration point. Restoration depends on the availability and integrity of retained backup data.
Customers remain responsible for maintaining current, independent copies of important websites, databases, email, configuration, and other data. Backup retention may end immediately when service is terminated.
Maintenance
We schedule routine maintenance to minimize disruption and provide advance notice when practical. Emergency maintenance may occur without advance notice when required to address an active security, stability, or data-integrity risk.
Questions
Questions or credit requests should be submitted through the support-ticket system.
