What we promise, in numbers.

This SLA is part of the guruburu Care terms and covers every plan.

Uptime: 99.9% a month

We promise that each site is online at least 99.9% of every calendar month. In a 30 day month that leaves about 43 minutes of downtime.

Our monitoring opens the site's address from our own servers every minute, without following redirects. A check fails when the site does not answer within 15 seconds with a status below 400, or when the page lacks the marker word set for the site. Downtime starts with the first of two failed checks in a row and ends with the next check that passes; a single failed check is not counted.

The uptime in the portal counts every failed check, so it is never higher than the figure this SLA uses.

What does not count as downtime

• Planned maintenance we announced by email at least 48 hours ahead, at most 4 hours a month, at night in Romanian time.
• A problem caused by the site itself: its code, plugins, themes, settings or content, including a change made by you or by someone you gave access to.
• A domain or DNS that does not point to our server.
• A site suspended under the terms, or restored from a backup at your request.
• Failures of networks outside our servers, attacks we could not reasonably stop, and events beyond our control.

Credits

If a site was online less than 99.9% of a calendar month, you get a credit of 10% of that site's fee for the month; below 99.0%, 25%. For a yearly plan the month's fee is one twelfth of the yearly price.

Ask for it by ticket or email within 30 days after the month ends. We take it off the site's next payment. Credits never exceed 25% of the month's fee.

For business clients, credits are the only compensation for missed uptime. Consumers keep their legal rights.

Support answers

We answer tickets and emails within one working day. Working days are Monday to Friday, 12:00 to 20:00 Romanian time, except Romanian public holidays. Priority is first in the queue.

Priority's emergency help starts within 2 working hours.

Outside working hours our monitoring still watches every site, and we act on a site that is down or hacked as soon as we can, without a promised time.

Backups and restores

Backups follow your plan, as the terms list. You can restore one yourself from the portal at any time.

Status page

The overall uptime of our servers over the last 90 days is public on the status page.