Legal
Service level agreement
Our uptime commitment, and the service credit you receive when we miss it.
Hosting Metro, a division of iDigital Internet Inc.
Last updated October 5, 2026
1. Our commitment
We commit to 99.9% monthly availability for shared hosting, VPS, dedicated servers and hosted email.
If we miss that commitment for your service, tell us and we will apply a service credit to your account.
The credit is your total charges for the affected service that month, multiplied by the credit percentage below.
2. Service credits
| Monthly availability (per region) | Credit |
|---|---|
| 99.9% to 100% | None |
| 97.0% to below 99.8% | 5% |
| 95.0% to below 96.9% | 10% |
| 92.0% to below 94.9% | 20% |
| Below 92.0% | 30% |
3. How to ask for a credit
- Ask for a credit within 1 business day after the end of the month in which we missed the commitment.
- Open a support ticket. Describe the downtime, how it affected you, and how long it lasted.
- We may withhold a credit if we cannot verify the downtime, or if you cannot show that it affected you.
- You get no credit while you are in breach of our Terms of service, including your payment obligations.
4. What this agreement does not cover
This agreement does not apply to downtime caused by:
- the suspension or termination of your account for breach of our terms;
- events outside our reasonable control, including force majeure, and Internet problems beyond the point where our data centre’s network ends (the demarcation point);
- your service not having enough resources to run what you put on it;
- your own equipment or software, or third-party technology.
5. Definitions
- Covered services. Shared hosting, VPS, dedicated server and hosted email plans. Add-on and supporting services are not covered, such as control panels, backup services, email servers, firewalls, storage area networks (SANs) and shared storage.
- Shared hosting. A service in which many websites share one physical web server and its resources.
- Dedicated server. A whole physical server that you lease, not shared with any other customer.