Last updated 2 November 2026.
1. Uptime guarantee
UpTime guarantees that each shared hosting service will be available 99.9% of the time in each calendar month.
2. What counts as available
A service is available when your website responds to requests from the internet. Outages that affect only access to your hosting account, such as FTP or email, without affecting the appearance of your website, are not counted.
3. How it is measured
We measure availability with HetrixTools (https://hetrixtools.com/), an independent third-party uptime monitoring service, and publish current status and history at https://clients.uptimewebhosting.com.au/serverstatus.php. We will also consider evidence you provide. Whether the guarantee was met is decided from this monitoring data, not at our discretion.
4. Exclusions
Availability does not include interruptions caused by: scheduled maintenance or repairs, notified at least 48 hours in advance by email or on the status page; causes beyond our control or not reasonably foreseeable, such as large-scale attacks or upstream network failures; or faults caused by software, scripts, code or applications installed or configured by you or a third party on your behalf (including PHP, Node.js, Python or other applications and their versions or settings), or by third-party software not managed by UpTime, where our servers and network are otherwise working.
5. Service credit
If we do not meet the guarantee in a month, you may request a credit of your monthly hosting fee for the affected service for that month: 5% if availability is below 99.9% but at least 99.5%; 10% if below 99.5% but at least 99.0%; 25% if below 99.0%. The credit applies to existing services or the purchase of further products and services from us and is exclusive of any applicable taxes.
6. How to claim
Open a helpdesk ticket within 30 days of the end of the affected month. We will respond within 5 business days and apply any credit to your account.
7. Your other rights
Service credits are in addition to, and do not limit, your rights under the Australian Consumer Law and clause 2 of our Terms and Conditions.