99.9% Uptime Guarantee
HostBarrel guarantees 99.9% network uptime for all hosting services. This means your website and services will be available 99.9% of the time, excluding scheduled maintenance.
What's Covered
- Network connectivity and routing
- Server hardware availability
- Power and cooling infrastructure
- Core hosting services
What's Not Covered
- Scheduled maintenance (announced 24 hours in advance)
- Issues caused by customer actions or configurations
- Third-party service outages
- Force majeure events
- DDoS attacks beyond our mitigation capacity
Credit Policy
If we fail to meet our 99.9% uptime guarantee, you may be eligible for service credits:
| Uptime | Credit |
|---|---|
| 99.0% - 99.9% | 10% monthly credit |
| 98.0% - 99.0% | 25% monthly credit |
| 95.0% - 98.0% | 50% monthly credit |
| Below 95.0% | 100% monthly credit |
Claiming Credits
To claim a credit, submit a support ticket within 7 days of the incident. Include the date, time, and duration of the outage. Credits will be applied to your next billing cycle.
Support Response Times
| Priority | Response Time |
|---|---|
| Critical (service down) | Within 1 hour |
| High (major issue) | Within 4 hours |
| Normal | Within 24 hours |
| Low | Within 48 hours |
Last updated: January 2026
