Uptime Guarantee

Uptime Guarantee

Last Modified February 22, 2025

1. Commitment to Service Availability

Panobit, LLC ("Panobit") is committed to providing the highest level of reliability and uptime for all hosting services offered under Panobit Hosting. Our infrastructure is designed for high availability, leveraging redundant networks, power systems, and data center architecture to minimize service interruptions. Panobit guarantees a 99.9% uptime for our hosting services over any given monthly billing cycle.

2. Definition of Downtime

"Downtime" is defined as a period during which a hosted service is completely unavailable due to issues within Panobit’s direct control, as confirmed by our monitoring systems or verified by Panobit’s support team.

Exclusions from Downtime

The following circumstances do not constitute downtime under this guarantee:

  • Scheduled Maintenance: Planned maintenance windows or emergency security patches that are communicated in advance.
  • Force Majeure Events: Events beyond Panobit’s reasonable control, including but not limited to natural disasters, government actions, war, labor disputes, pandemics, or any other force majeure event.
  • Upstream Provider Failures: Any service interruptions resulting from failures, maintenance, or issues with upstream providers, data centers, bandwidth carriers, or third-party vendors.
  • Client-Induced Issues:
    • Poorly coded scripts, excessive resource usage, or inefficient database queries.
    • JavaScript errors, unresolvable external resources (e.g., third-party APIs, missing fonts, broken images, external CSS or JS files).
    • DDoS attacks, hacking attempts, or security breaches resulting from weak passwords or customer negligence.
    • Exceeding allocated server resources, such as CPU, RAM, or bandwidth limitations.
  • Third-Party Software or Plugins: Issues caused by customer-installed plugins, themes, or custom scripts.
  • Customer Connectivity Issues: Inability to access services due to local ISP issues, firewall settings, or device configuration.
  • Performance-Related Concerns: Slow website speeds or performance degradation due to site optimization issues do not qualify as downtime. Please refer to our Terms of Service for more details.
  • DNS or Nameserver Changes: If the client or any third-party IT provider makes changes to DNS settings or nameservers, resulting in website or service unavailability, this does not constitute downtime under this guarantee.

3. Service Credits for Downtime

If Panobit fails to meet the 99.9% uptime guarantee, customers may request a service credit as follows:

Uptime Percentage Downtime Per Month Credit Amount (%)
99.9% or higher Less than 43 minutes No credit
99.0% – 99.89% 43 minutes – 7 hours 18 minutes 5% of monthly fee
98.0% – 98.99% 7 hours 18 minutes – 14 hours 36 minutes 10% of monthly fee
95.0% – 97.99% 14 hours 36 minutes – 36 hours 25% of monthly fee
Below 95.0% More than 36 hours 50% of monthly fee

Terms for Service Credits:

  • Service credits must be requested within 10 days of the downtime event.
  • Credits apply only to the affected hosting service and are based on the monthly base rate.
  • The maximum credit for any month will not exceed 50% of the monthly hosting fee.
  • Credits are non-refundable and apply toward future invoices.

4. Monitoring & Reporting Downtime

Panobit actively monitors all services to ensure uptime commitments are met. Customers experiencing downtime should submit a support ticket through our Support Portal or by sending us an email to support@panobit.com. Our team will investigate and provide transparency on the root cause. If downtime is confirmed under this guarantee, applicable credits will be issued.

5. Panobit’s Commitment to Reliability

While Panobit cannot control all factors affecting service availability, we are committed to working closely with our vendors, data centers, and network providers to proactively minimize downtime. Our technical team ensures high levels of reliability, security, and performance.

6. Modifications to this Policy

Panobit reserves the right to modify this Refund Policy at any time. Changes will be posted on our website, and continued use of our services constitutes acceptance of the revised policy.

For more details on acceptable use, performance expectations, and customer responsibilities, please refer to our Terms of Service.

7. Contact Information

If you have questions regarding this policy, please contact us:

Panobit LLC
Hosting and Cloud Services
PO Box 60038
Phoenix, AZ 85082