Unisolva’s 99.99% Uptime Guarantee - What It Means for You

Unisolva guarantees 99.99% uptime for its hosting infrastructure. This means your website, email, and hosted services are expected to be available virtually all the time. But what does 99.99% actually mean in practice, what counts as downtime, and what happens if the guarantee is not met? This article answers those questions.

What 99.99% Uptime Means in Real Numbers

Uptime is measured as the percentage of total time in a calendar month that your hosting service is available. Here is what 99.99% translates to:

In practical terms, 99.99% uptime means your service may experience a maximum of approximately 4.4 minutes of unplanned downtime in any given month before the SLA is considered breached.

What Counts as Downtime

Downtime, for the purposes of the uptime guarantee, is defined as a period during which the hosting infrastructure is completely unavailable due to a failure on Unisolva’s side. This includes:

• Server hardware failure
• Network connectivity loss within Unisolva’s infrastructure
• Unplanned service interruptions caused by Unisolva’s systems
• Critical software failures on the hosting platform that prevent access

What Does NOT Count as Downtime

The following situations are excluded from the uptime calculation:

• Scheduled maintenance - planned maintenance windows are communicated in advance and do not count against the uptime guarantee
• Issues caused by your own account actions - misconfigured DNS, broken .htaccess rules, resource-exhausting scripts, or exceeding your plan’s limits
• Third-party service failures - if your domain registrar, CDN provider, or an external API your site depends on goes down, that is outside Unisolva’s control
• DNS propagation delays - when you change nameservers or DNS records, propagation time is not downtime
• Force majeure - events beyond reasonable control such as natural disasters, widespread internet outages, or government actions
• DDoS attacks - while Unisolva takes measures to mitigate attacks, extreme DDoS events may cause temporary unavailability that is excluded from the SLA

How Uptime Is Monitored

Unisolva uses infrastructure monitoring to track service availability:

• Automated monitoring checks server health, network connectivity, and service availability continuously
• If a service fails, the operations team is alerted immediately and begins investigation
• The Network Status page at my.unisolva.com/serverstatus.php shows current incidents, maintenance windows, and historical uptime

What Happens If the Guarantee Is Not Met

If Unisolva’s hosting infrastructure fails to meet the 99.99% uptime target in a calendar month, you may be eligible for a service credit:

• Service credits are applied to your account as a discount on future invoices
• To request a credit, open a support ticket to the Billing Department within 30 days of the downtime event
• Include the date and time of the outage and your affected service or domain
• Unisolva reviews the incident against internal monitoring logs to confirm the downtime and its duration
• If the SLA breach is confirmed, a credit is applied based on the duration and impact of the outage

The specific credit amounts and terms are outlined in Unisolva’s Terms of Service. Service credits are the sole and exclusive remedy for uptime SLA breaches - they do not include refunds, cash payments, or liability for indirect losses.

Scheduled Maintenance

Unisolva occasionally performs scheduled maintenance to apply updates, security patches, or infrastructure improvements. When maintenance is planned:

• You receive advance notice through the client portal and/or email
• The maintenance window is posted on the Network Status page
• Maintenance is scheduled during low-traffic hours to minimize impact
• Most maintenance operations complete without any customer-facing downtime
• If downtime is expected, the notification includes the estimated duration

How to Protect Your Business Beyond the SLA

While 99.99% uptime is an industry-leading guarantee, no hosting provider can promise 100% uptime. To protect your business against the small possibility of downtime:

• Keep regular backups - Unisolva provides automated daily backups with Cloudflare-integrated off-site storage, but maintaining your own additional backups is always a good practice
• Monitor your site independently - free tools like UptimeRobot or Better Uptime can alert you instantly if your website becomes unreachable
• Have a communication plan - know how you will inform your customers or team if your site goes down (e.g., a status page or social media update)
• Use Cloudflare or a CDN - a content delivery network caches your site globally and can serve cached content even if the origin server is temporarily unavailable

Verify It Worked

• You understand that 99.99% uptime means a maximum of approximately 4.4 minutes of unplanned downtime per month
• You know what counts as downtime and what is excluded
• You know where to check service status: my.unisolva.com/serverstatus.php
• You know how to request a service credit if the SLA is breached (Billing Department ticket within 30 days)
• You have considered independent monitoring for your own peace of mind

Related Articles

• How to Open and Manage a Support Ticket
• Understanding Unisolva’s SLA - Response and Resolution Times
• How to Reach Support - Channels and Best Practices
• Understanding Your Storage and Bandwidth Usage (Web Hosting category)