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
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.
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.
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:
- Press Windows-tasten + Rto open the Run dialog box.
- Type cmdand 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 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 + Con macOS or Ctrl + Shift + Con Linux.
- Paste the results into an email or document to prove the server is down.
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 + Tor search for ‘Terminal’ in your system’s application menu.
2- Perform a Ping Test:
- In the terminal, type ping -c 4 [dinserveresip]and press Enter.
- -c 4indicates that the system should 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 + Con macOS or Ctrl + Shift + Con Linux.
- Paste the results into an email or document to prove the server is down.
For both Windows, macOS and Linux:
1- Open the Command Prompt or Terminal:
- Follow the steps above to open your command prompt or terminal.
- Type cmdand press Enter.
2- SSH Connection:
- Type ssh [brugernavn]@[dinserveresip]and press Enter. [brugernavn]is your SSH username, and [dinserveresip]is the IP address of the server.
- 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- Document the results:
- Use the same method as described in the Ping Test section to copy and save your SSH session as documentation.
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.
