Uptime Guarantee

Digitalku is committed to providing stable and reliable services. Below are the details of the uptime and system security guarantees we provide to all customers.

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Uptime Guarantee

Service	Uptime Guarantee
Shared Hosting	99.9%
VPS	99%
Cloud Mail	99.9%

Uptime is calculated based on the availability of Digitalku's network and servers within a calendar month, excluding downtime caused by factors beyond our control.

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System Security Guarantee

Digitalku guarantees system security for Shared Hosting services, covering:

• Web files — security of files on the hosting server against threats originating from Digitalku's infrastructure.
• Database — integrity and security of databases against internal risks.
• Email — security of email services against server-side disruptions.

The security guarantee does not cover risks caused by:

• Weak access controls on the customer's device (computers/smartphones infected with malware).
• Leakage of account username and password due to customer negligence.
• Incorrect file permissions on the customer's website.
• Vulnerabilities in CMS, themes, or plugins that the customer has not updated.

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Claims for Guarantee Failures

If a service disruption occurs that violates the uptime guarantees above, customers may file a claim under the following conditions:

• Claims must be submitted within 7 (seven) days of the disruption.
• Server uptime claims must include traceroute evidence showing disruption on Digitalku's network.
• Claims cannot be processed if the disruption was caused by:
  • Issues on the customer's ISP (Internet Service Provider) side.
  • Force majeure events: natural disasters, power outages, internet backbone disruptions.
  • Customer misuse of services in violation of the Terms of Service.
  • Scheduled maintenance activities announced in advance.

Compensation

If a claim is approved, Digitalku will provide compensation in the form of service extension calculated as:

2 × daily service fee × number of downtime days

Compensation is provided as an extension of the service active period, not as a cash refund.