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We commit to 99.9% uptime, measured monthly. If unscheduled downtime takes your service below that, you can claim a service credit.
The credit is not applied automatically. You have to ask for it.Nothing is added to your account on its own after an outage, however long it lasted. Open a ticket at https://my.hosting.com to request one.

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How the credit is calculated

The credit goes to your hosting.com account, where it is applied against future invoices.

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Claiming one

  1. Note when it happened — the date, the start and end times, and which service was affected.
  2. Check the status page to see whether the outage is already recorded as an incident. If it is, say so in your ticket. It makes confirming the downtime much quicker.
  3. Open a ticket asking for a service credit, with the detail from step 1.
Downtime has to be confirmed by a member of our support team before a credit is issued, which is why the times matter. “My site was down last week” is harder to verify than “my site was unreachable from 09:20 to 11:45 on 4 September”.

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What does not count

The commitment covers our network and equipment. It does not cover things outside it, even though the symptom is the same for you:
  • Network conditions across the internet outside our network, including between your own ISP and our data centre
  • Problems with your ISP’s network
  • DDoS or other attacks on our servers
  • Browser or DNS caching on your own machine
  • Scheduled maintenance. Servers occasionally need to come down for maintenance and upgrades. We keep it to a minimum and give notice where we can, but planned outages do not qualify
Check it was really an outage before you claim. A site that was unreachable for you but fine for everyone else is usually a local problem or a blocked IP address rather than downtime — and those do not qualify.The quickest test is whether it worked from mobile data at the time. See My IP address has been blocked, which covers how to tell the difference.

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Full terms

The complete commitment, including the current wording of the exclusions, is published at hosting.com/about/99-9-uptime-commitment. Where this page and that one differ, that one is authoritative.