Service Availability

Last updated: 26 October 2026

This page says plainly what Offshore Hosting does — and does not — promise about the availability of its services. Please read it before you buy.

1. No uptime guarantee, no SLA, no credits

Offshore Hosting offers no contractual uptime guarantee. We do not promise any uptime percentage, we do not offer a service level agreement (SLA), and we do not pay service credits or compensation for downtime.

This is an honest statement, not a loophole. Neither of our upstream providers gives an uptime promise in its own contract either: UltaHost’s terms contain no uptime percentage and no SLA remedy, and TheServerLicense’s terms expressly disclaim uptime guarantees for the software it licences. Because our providers promise us no uptime, we cannot honestly promise you one. Any uptime figure you see in hosting marketing — including figures on provider product pages — is a marketing claim, not a contractual commitment, and we do not repeat it here as a promise.

There is therefore no uptime claim process and no credit table. If a service is down, the remedy is support — see section 3 below — not a refund or credit, except where our Refund Policy applies.

2. What we do aim for

We use reasonable commercial efforts to keep our services available around the clock. Our hosting runs on our providers’ infrastructure, and our providers undertake the same reasonable efforts on their side. Even so, services may at times be inaccessible or inoperable — for equipment faults, periodic maintenance, repairs or replacements, or causes beyond our reasonable control, such as telecom or transmission failures, hostile network attacks, congestion, or other failures. We have no control over continuous, uninterrupted availability and we accept no liability for it.

Where we know maintenance will interrupt a service, we aim to tell you in advance through the Client Area or by email. Emergency work cannot always be announced in advance.

3. Support — what we aim to do when something goes wrong

Support is the remedy when a service has a problem. The response times below are aims, not guarantees, and they are measured in the providers’ own terms:

Hosting support: available 24 hours a day, 7 days a week, via live chat, support tickets and email. The provider aims to answer critical issues in under 30 minutes, and email within a few hours on the same day. During incidents and outages, replies can be slower than usual.
Licence support: available through support tickets and chat. The provider aims to respond within 2 to 48 working hours, based on request volume and complexity. Licence support covers the licences bought from us only — it does not cover your operating system, third-party software, or general server administration.

Contact us through the Client Area and we will take the issue to the right provider. Please give us as much detail as you can — the service affected, when the problem started, and any error messages — so the issue can be investigated without delay.

4. If a licence expires unpaid

When a software licence expires or is suspended because its invoice was not paid, the software stops working on your server. This is how the licence system works — it is not an outage and it is not covered by any availability promise. Paying the invoice (including any late fee) reactivates the licence automatically, usually within a few minutes. If a licence was terminated after 7 days past due plus 48 hours, it cannot be reactivated and a new licence must be bought. See our Terms of Service, section 6, for the full billing rules.

5. Backups are your responsibility

Keep your own backups of your website, databases, email and any other data you care about. We do not guarantee backup or restore of your data. If a service is suspended, cancelled or terminated, we are not responsible for loss of data caused by that suspension or termination. Our providers describe daily automated backups on some hosting plans, but backups are not a contractual obligation in their terms, and we do not make them one here.

6. If something goes wrong

If a service is unavailable or not working as expected, contact us through the Client Area as soon as you can. Tell us what is affected and what you have already tried. We will investigate, tell you what we find, and work with our providers to restore the service. We cannot promise a fix time, because the cause may sit with a provider’s infrastructure, a data centre, or a network outside our control — but we will keep you updated while the work is under way.