This article explains Web60's Service Level Agreement (SLA), uptime guarantees, and what to do if your website goes down.
What is a Service Level Agreement
A Service Level Agreement (SLA) is a contract that explains what level of service you can expect from Web60. It covers how much your website should be online (uptime), what happens if it goes down, and what compensation you might receive.
The SLA is your guarantee that Web60 will maintain certain standards for your hosting service.
Web60 Uptime Guarantee
Web60 guarantees 99.9% uptime for your website. This means:
- Your website should be accessible to visitors 99.9% of the time
- This allows for approximately 8 hours and 45 minutes of downtime per year
- Downtime includes both planned maintenance and unexpected outages
What Counts as Downtime
Downtime is measured when your website is completely inaccessible to visitors. This includes:
- Server failures that make your website unreachable
- Network problems that prevent visitors from accessing your site
- Hardware issues that take your website offline
The following situations do not count as downtime:
- Problems with your internet connection
- Issues with your domain name registration
- Problems caused by third-party services (like payment gateways)
- Scheduled maintenance that is announced 24 hours in advance
How Uptime is Measured
Web60 monitors your website every 5 minutes using automated systems. These systems check if your website responds properly to visitor requests.
If your website fails to respond for more than 10 minutes, this counts as the start of a downtime period. The downtime period ends when your website responds normally again.
What Happens During Downtime
When your website goes down:
- Automated monitoring systems detect the problem immediately
- Technical support staff receive an alert
- Engineers begin investigating and fixing the issue
- You will receive an email notification if the downtime lasts longer than 30 minutes
- Updates are posted to the Web60 status page
Compensation for Downtime
If Web60 fails to meet the 99.9% uptime guarantee in any calendar month, you may be eligible for service credits:
- Uptime between 99.0% and 99.9%: 5% service credit
- Uptime between 95.0% and 99.0%: 25% service credit
- Uptime below 95.0%: 100% service credit
Service credits are applied as a discount to your next renewal. You must request compensation within 30 days of the downtime occurring.
Requesting Compensation
To request compensation for downtime:
- Contact Web60 support within 30 days
- Provide the dates and times when your website was down
- Include any screenshots or error messages you received
- Support will verify the downtime against monitoring records
- Eligible credits are applied to your next renewal
If you're still stuck or need to report website downtime, contact Web60 support with details about when your website went offline and any error messages you've seen.
FAQ
Q: How do I know if my website is down?
A: Try visiting your website from a different device or internet connection. If it doesn't load or shows an error message, your website may be down.
Q: Why doesn't scheduled maintenance count as downtime?
A: Planned maintenance is necessary to keep servers secure and running smoothly. Web60 announces maintenance at least 24 hours in advance so you can prepare.
Q: How long does it take to fix downtime issues?
A: Most issues are resolved within 30 minutes. Complex hardware problems may take several hours to fix completely.
Q: Do I automatically get compensation for downtime?
A: No, you must contact support within 30 days to request compensation. Service credits are not applied automatically.
Q: What if my website is slow but still loading?
A: Slow loading times don't count as downtime unless your website becomes completely inaccessible. Contact support if your website is consistently slow.
Q: Can I check Web60's current uptime status?
A: Yes, Web60 maintains a status page where you can check for current issues or scheduled maintenance affecting the service.
Q: What should I do if I think my website is down?
A: First, check if you can access your website from a different internet connection. If it's still not working, contact Web60 support immediately.
Last updated: 1 March 2026