Uptime Guarantee

Webzi is committed to maintaining high availability across all its hosting services. This policy describes our uptime guarantee, how it is measured, what is covered, and the process for requesting compensation in case of non-compliance.

1. Availability Commitment

Webzi guarantees 99.9% monthly uptime on network infrastructure and servers for services covered by this guarantee. This is equivalent to a maximum of 43 minutes of allowed downtime per month.

2. Covered Services

The uptime guarantee applies to the following services:

• Shared Hosting (Web Hosting and WordPress Hosting)
• Reseller Hosting
• Business Email
• VPS Servers (managed by Webzi)
• Dedicated Servers (managed by Webzi)

Note: Unmanaged VPS and dedicated servers (where the customer has root access and manages their own software) are only covered by the guarantee for network and hardware availability, not for software or configuration issues.

3. Definition of Downtime

For the purposes of this guarantee, "downtime" is considered when:

• The server where the customer's service is hosted is completely inaccessible from the Internet
• The datacenter's network connectivity is interrupted
• There is a hardware failure on the server that prevents access to the service
• Essential server services (Apache/LiteSpeed, MySQL, email) are down due to Webzi's fault

NOT considered downtime:

• Slowness or performance degradation (without total interruption)
• External DNS problems or propagation
• Errors on the customer's website (code, plugins, applications)
• Connectivity issues on the customer's side or their ISP
• Inaccessibility of specific services due to customer configuration

4. How Uptime is Measured

Webzi uses internal and external monitoring systems to measure the availability of its servers. The uptime calculation is performed as follows:

The measurement period is monthly, starting on the 1st and ending on the last day of each calendar month. Downtime events are recorded in minutes and summed to obtain the monthly total.

5. Compensation Scale

When monthly uptime is below 99.9%, the customer is entitled to request compensation according to the following scale:

Important: The maximum compensation per month is 100% of the monthly cost of the affected service. Compensations are not cumulative between months.

6. Compensation Calculation

Compensation is calculated on the equivalent monthly cost of the service, regardless of the contracted billing cycle:

Calculation examples:

• Example 1: Monthly service of $500 MXN with 98.5% uptime -> 25% compensation = $125 MXN
• Example 2: Annual service of $4,800 MXN ($400/month) with 96% uptime -> 50% compensation = $200 MXN
• Example 3: Annual service of $6,000 MXN ($500/month) with 94% uptime -> 100% compensation = $500 MXN

7. Claim Procedure

To request compensation for uptime non-compliance:

1. Log in to your client area
2. Open a support ticket in the Technical Support department
3. In the subject line indicate: "Uptime Guarantee Claim"
4. Include the following information:
   • Affected service (plan name and domain)
   • Approximate date(s) and time(s) of the experienced downtime
   • Description of the observed problem
5. Our team will verify the monitoring records
6. If applicable, the corresponding credit will be applied

8. Form of Compensation

Compensation is granted exclusively as:

• Account credit: Applied as a balance in your client area for future invoices
• Credit is non-transferable to other customers or accounts
• Credit is non-refundable in cash
• Credit does not expire as long as the account remains active

Note: If the customer cancels their service, any pending credit is forfeited and will not be refunded.

9. Guarantee Exclusions

The uptime guarantee does NOT apply in the following cases:

• Scheduled maintenance: Notified at least 24 hours in advance by email or in the client area
• Emergency maintenance: Critical security updates that require immediate action
• Force majeure: Natural disasters, conflicts, acts of terrorism, pandemics, or events beyond Webzi's control
• Third-party failures: Problems with upstream providers, massive DDoS attacks, external power grid failures
• Customer issues: Code errors, faulty plugins, incorrect configurations, malware
• Service suspension: Due to non-payment, terms violation, or abusive activity
• Resource excess: When the customer exceeds their plan limits and this causes suspension
• Requested migrations: Downtime during customer-requested migrations

10. Scheduled Maintenance

Webzi performs periodic maintenance to ensure the security, stability, and performance of its servers. This maintenance:

• Is preferably scheduled during low traffic hours (generally between 2:00 AM and 6:00 AM Mexico City time)
• Is notified at least 24 hours in advance for regular maintenance
• In case of security emergencies, maintenance may be performed immediately with subsequent notification
• Estimated duration is included in the notification

Maintenance notifications are sent to the email address registered in the customer's account and published in the client area.

11. Status Monitoring

Webzi provides tools for customers to verify the status of services:

• Status page: Check the current server status in real time
• Email notifications: Receive automatic alerts about incidents affecting your service
• Incident history: Review the log of past events and resolution times

12. Limitation of Liability

The compensation described in this policy constitutes the sole and exclusive remedy for the customer for breach of the uptime guarantee. Webzi will not be liable for:

• Loss of revenue, sales, or profits
• Loss of data or information
• Indirect, incidental, or consequential damages
• Loss of business opportunities
• Reputational damage

In no event shall Webzi's total liability exceed the amount paid by the customer in the last 12 months for the affected service.

13. Contact

For any questions about the uptime guarantee:

• Support ticket: my.webzi.mx (Department: Technical Support)
• Email: soporte@webzi.mx
• Phone: +52 55 8526 2735