Hostious.io’s Performance Guarantee

We stand by our word – 100% uptime or you get your money back

At Hostious.io, we are not only proud of our state-of-the-art hosting solutions; We also live and breathe for them. We understand the importance of continuous operations for your business and our promise is simple: 100% uptime, no exceptions.

Our promise: If your website experiences downtime as a direct result of an error on our part, we will declare ourselves responsible and compensate you for the entire month affected.* We believe so much in our infrastructure and support team that we dare to promise you continuous service without interruptions.

Planned maintenance: To ensure the highest standard of performance and security, we regularly perform updates and maintenance to our servers and systems. This is planned carefully during the night hours to minimize disruption and is clearly communicated in advance on Hostious.io. Should a critical update be needed sooner than planned – in response to a security threat – we will strive to minimize downtime and keep you informed every step of the way.

How the Performance Guarantee works:

  1. Documentation: In the unlikely event that you experience downtime, we require you to document the incident and indicate how the downtime has affected your service.
  2. Investigation: We will investigate the incident carefully. Please note that in 99.9% of cases it is the customer’s own website or configuration that is the root of the problem, not our server infrastructure.
  3. Compensation: If we find that the downtime was due to an error on the part of Hostious.io, we will issue a credit equal to the affected month’s hosting costs, which will be deducted from your next charge.*

Our commitment: Your trust is our top priority. Our Performance Guarantee is a sign of our commitment to your company’s success and our unwavering belief in the quality of our services.

*This guarantee only applies to hosting costs and refunds will not be paid directly, but will instead be applied as credits towards future charges. For more information and full terms and conditions, please visit our website. In addition, it does not apply to service updates, or urgent updates that may occur.

Typical errors you may experience, which are typically false-positives, and are isolated to your web application.

1. 500 Internal Server Error:

  • May be caused by server problems, but can also occur due to errors in the website code or an error in the .htaccess file on the client’s side.

2. 502 Bad Gateway:

  • This can occur if there are problems with communication between servers, but can also be caused by errors in the client’s scripts or overloading a server resource.

3. 503 Service Unavailable:

  • Typically, it indicates server overload or maintenance, but can also be caused by a bug in the client’s web application consuming too many resources.

4. 504 Gateway Timeout:

  • This can occur if an upstream server is unresponsive, but can also be a sign that the client’s side has triggered a lengthy process that exceeds the time limit.

5. 521 Web Server Is Down (specific to Cloudflare):

  • This error often indicates that the server is indeed down, but can also occur if Cloudflare requests are blocked on the server.

6. Network Timeouts:

  • May indicate server problems, but may also be related to client network issues or firewall configurations that prevent access.

7. Database connection error:

  • Can be caused by server issues such as overload or misconfiguration, but can also be a result of the client’s erroneous database information or exceeding resource limits.

8. Hosting-specific error pages:

  • These are often configured to display specific messages related to the hosting provider’s infrastructure, but can also be configured to catch and display errors generated by the client’s website.

How to test if the server is actually having problems

Here’s a simple guide so you can test your connection to the server and document any issues.

Guide to Ping Test:

For Windows users:

  1. Open the command prompt:
    • Press Windows-tasten + R to open the Run dialog box.
    • Type cmd and press Enter.
  2. Perform a ping test:
    • In the command prompt, type ping [dinserveresip] and press Enter.
    • [dinserveresip] should be replaced with the IP address of your server.
  3. Interpret the results:
    • If you receive answers like “Response from [IP-adresse]: bytes=32 time=xxms TTL=xx”, the server is up.
    • If you receive “Request timed out” or “Could not find host”, the server may be down.
  4. Document the results:
    • Right-click in the window and select ‘Mark’.
    • Select the text with the results and right-click again to copy.
    • Paste the results into an email or document to document the test.

For macOS or Linux users:

  1. Open Terminal:
    • On macOS, open Spotlight with Cmd + Mellemrum, type Terminal, and tap Enter.
    • On Linux, tap Ctrl + Alt + T or search for ‘Terminal’ in your system’s application menu.
  2. Perform a ping test:
    • In the terminal, type ping -c 4 [dinserveresip] and tap Enter.
    • -c 4 indicates that the system needs to send four packets.
    • [dinserveresip] should be replaced with the IP address of your server.
  3. Interpret the results:
    • If you see responses with time information, the server is working.
    • If you see “Request timeout” or “Host unreachable,” there may be a problem with the server.
  4. Document the results:
    • You can copy text from the terminal using Cmd + C on macOS or Ctrl + Shift + C on Linux.
    • Paste the results into an email or document to prove that the server is down.

SSH Connection Guide:

For both Windows, macOS and Linux:

  1. Open Command Prompt or Terminal:
    • Follow the steps above to open your command prompt or terminal.
  2. SSH Connection:
    • Type ssh [brugernavn]@[dinserveresip] and press Enter.
    • [brugernavn] is your SSH username, and [dinserveresip] is the IP address of the server.
  3. Interpret the results:
    • If you are prompted for a password, the server is working.
    • If you receive errors like “Connection refused”, “Connection timed out”, or “No route to host”, there may be a problem.
  4. Documents the trial:
    • Use the same method as described in the Ping Test section to copy and save your SSH session as documentation.

It’s important to understand that these tests don’t necessarily identify the specific cause of a problem, but they can confirm whether the server is accessible from your location. It is also important that you save this documentation, especially if you need to claim the use of our Performance Guarantee. Note, your IP may well be blocked (temporarily), which is why you may also be refused to contact the server. Therefore, always check from another device on another network – e.g. your phone, which is not on wifi.