Last updated: January 1, 2025
NexaHost guarantees 99.9% network uptime for all shared, WordPress, and VPS hosting plans, measured on a monthly basis, excluding scheduled maintenance windows.
| Plan | Monthly Uptime | Max Downtime / Month |
|---|---|---|
| Shared Hosting | 99.9% | ~43 minutes |
| WordPress Hosting | 99.9% | ~43 minutes |
| VPS Cloud | 99.95% | ~22 minutes |
| Dedicated Servers | 99.99% | ~4 minutes |
If monthly uptime falls below the guaranteed level, you are eligible for a pro-rated service credit:
| Monthly Uptime | Credit |
|---|---|
| 99.0% – 99.9% | 10% of monthly fee |
| 95.0% – 98.9% | 25% of monthly fee |
| Below 95.0% | 50% of monthly fee |
Credits are applied to your account balance and do not constitute a cash refund. Maximum credit in any month shall not exceed 50% of the monthly fee for the affected service.
The uptime guarantee does not apply to downtime caused by:
| Priority | Description | First Response |
|---|---|---|
| Critical | Complete service outage | Within 1 hour |
| High | Significant performance degradation | Within 4 hours |
| Normal | General support questions | Within 24 hours |
| Low | Feature requests, billing questions | Within 48 hours |
To request a service credit, open a support ticket within 7 days of the qualifying downtime event. Include the affected service, approximate time period, and any error messages received. Credits are reviewed and applied within 5 business days of approval.
Scheduled maintenance is typically performed between 02:00–06:00 UTC. We announce scheduled maintenance at least 24 hours in advance via email and our status page at status.nexahost.com.