Uptime Guarantee

At 1host.my, we take great endeavors to provide the best web hosting experience to our customers. To ensure that, we provide a 99.9% Network Uptime and 99.5% Server Uptime guarantees to all of our customers. Downtime is defined as our server or network is out of service and not reachable. Scheduled maintenance and planned shutdown which are given notice to our customers in at least 3 (three) working days before the scheduled date are excluded in the downtime calculation. The downtime calculation is based on a calendar month. The table below shows common uptime percentages used in the Web Hosting Industry.
Actual Downtime
99.5% uptime 216 minutes of downtime in a month
99.8% uptime 86.4 minutes of downtime in a month
99.9% uptime 43.2 minutes of downtime in a month
99.99% uptime 4.32 minutes of downtime in a month
99.999% uptime 0.432 minutes (26 seconds) in a month

Service Outage Credit (SOC)

In the event of 1host.my Network Downtime or Server Downtime which is (i) due to issues by 1host.my and (ii) if the total Network Downtime or Server Downtime exceeds the specific numbers of minutes / hours consecutively (as specified in the Downtime Calculation Table above) in a calendar month, customer may claim for a Service Outage Credit (SOC). Nevertheless, the maximum amount of SOC credit can be claimed shall not exceed 50% of the total Monthly Fee of that particular service. SOC credit can be only claimed once in a calendar month.

1host.my will not provide SOC credits in the event of service outage or web site availability caused by or associated with:

  • Circumstances beyond our reasonable control, including, without limitation, acts of God, acts of any governmental body, war, insurrection, terrorism, sabotage, armed conflict, embargo, fire, flood, strike or other labor disturbance, interruption of or delay in transportation, unavailability of or interruption or delay in telecommunications or third party services, virus attacks or hackers, failure of third party software (including, without limitation, ecommerce software, payment gateways, chat, statistics or free scripts) or inability to obtain raw materials, supplies, or power used in or equipment needed for provision of this SLA.

  • Failure of access circuits to our network, unless such failure is caused solely by 1host.my.

  • Scheduled maintenance and emergency maintenance and upgrades.

  • DNS issues outside the direct control of 1host.my.

  • Issues with FTP, POP, IMAP, or SMTP customer access.

  • False SLA breaches reported as a result of outages or errors of any 1host.my measurement system.

  • Customer's acts or omissions (or acts or omissions of others engaged or authorized by customer), including, without limitation, custom scripting or coding (e.g., CGI, Perl, HTML, ASP, etc), any negligence, willful misconduct, or use of the Services in breach of our Terms of Service Policy.

  • Email or webmail delivery and transmission.

  • DNS (Domain Name Server) Propagation.

  • Outages elsewhere on the Internet that hinder access to your account. 1host.my is not responsible for browser or DNS caching that may make your site appear inaccessible when others can still access it.

Example SOC credit Calculation:

Total Days in a Month 30 days
Total Hours of Downtime in a Month 48 hours
Total % of Uptime

(SOC credits claimable if less than 99.5%)
100% - ( 48 / (30 X 24) )

= 100% - 6.67%

= 93.33 % uptime
Hosting Fee (Yearly) RM 130
Hosting Fee (Daily) 130/365 = RM 0.356
Claimable SOC credits Total Donwtime (hour) X Hosting Fees (per hour)

= 48 X ( 0.356 / 24 )

= RM 0.712

The SOC credit will be credited to customer's billing account in a form of credit to be used against future billings and other 1host.my service fees payable by the customer. All the SOC claims shall be submitted by email to billing@1host.my within three (3) business days after 1host.my service is available. Should customer fail to submit the claims within the said period (three (3) business days), 1host.my reserves the rights to reject the claims without notice or reasons. All claims should be attached with following information :

1. Customers Name
2. Client ID
3. Domain Name
4. Date and approximate period of downtime
5. Service Outage information

Any claims submitted without any of the particulars of information above will be treated as incomplete and will be rejected. Customers will be given notice of receipt of all claims within one (1) business days and 1host.my will review all suchclaims within seven (7) business days thereof. Upon review and findings, customers will be given notice in a form of email with the verdict of the claims. Should the claim be valid, the credit will be credited to customer's billing account within next ten (10) business days.

Uptime guarantee disclaimer :

1host.my Server and Network Uptime Guarantee are in no way to be interpreted as an insurance product. We understand that a website outage might cost a huge loss. However we do not offer any compensation for the losses caused by our service as stated in our Terms and Service. While our servers are equipped with daily backup routine, it is customer's full responsibility to perform the backup and maintain the data stored in our servers. 1host.my will not be liable for any losses causeby any events in using our services. 1host.my reserves the right to make any modifications, amendments, revisions or changes to this Server Uptime and Network Uptime Guarantee at any time.

Our Guarantees

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