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Performance Guarantee

We stand by our word

100% uptime or your money back

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

Our Promise

If your site experiences downtime as a direct result of an error on our part, we will take full responsibility and compensate you for the entire affected month.* We believe in our infrastructure and support team so much that we promise you continuous service without interruptions.

Our Promise

To ensure the highest standards of performance and security, we regularly update and maintain our servers and systems. This is carefully planned 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 throughout.

How the Performance Guarantee Works

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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.

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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.

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Compensation

If we determine that the downtime was due to an error by Hostious.io, we will issue a credit equal to the affected month’s hosting costs, which will be deducted from your next billing.*

Our Commitment

Your trust is our highest priority. Our Performance Guarantee is a sign of our commitment to the success of your business and our unwavering belief in the quality of our services.

*This guarantee applies to hosting costs only and refunds will not be paid directly, but will instead be applied as credits against 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.

1. 500 Internal Server Error:

Can be due to 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 of a server resource.

3. 503 Service Unavailable:

Typically, it indicates server overload or maintenance, but can also be caused by an error in the client’s web application that is using too many resources.

3. 503 Service Unavailable:

Typically, it indicates server overload or maintenance, but can also be caused by an error in the client’s web application that is using too many resources.

4. 504 Gateway Timeout:

This can occur if an upstream server is not responding, but can also be a sign that the client side has triggered a long-running process that has exceeded the time limit.

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

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

6. Network Timeouts:

May indicate server issues, but may also be related to client network issues or firewall configurations preventing 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 incorrect 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 may also be configured to capture and display errors generated by the client’s website.

Here is a simple guide so you can test the connection to the server and document any problems.

For Windows users:

1- Open the Command Prompt:

2- Perform a ping test:

3- Interpret the Results:

4- Document the results:

For macOS or Linux users:

1-Open Terminal:

2- Perform a ping test:

3- Interpret the Results:

4- Document the results:

For both Windows, macOS and Linux:

1- Open the Command Prompt or Terminal:

2- SSH Connection:

3- Interpret the Results:

4- Document the results:

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

Have more questions?

Still in doubt and need to know more? Then contact us today and get an answer within 24 hours.

  • Aalborg, Denmark
  • Support@hostious.io
  • 24/7/365 Dansk Support
  • 100% Co2 neutral

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