1. Availability targets (measured per calendar month)
| Service | Target | What is measured |
|---|---|---|
| Authoritative DNS (ns1/ns2.sitewig.com) | 99.95% | At least one name server answers correctly to external monitoring |
| Web hosting | 99.9% | HTTP response from the server (not errors in the customer's own code) |
| Email (SMTP/IMAP) | 99.9% | Connection to and login on SMTP and IMAP |
| Control panel, webmail and website builder | 99.5% | Login and core functions |
99.9% equals about 43 minutes of downtime per month; 99.95% about 22 minutes.
2. Excluded from measurement
- planned maintenance announced at least 48 hours in advance on status.sitewig.com, normally Tuesday–Thursday 02:00–05:00 CET/CEST
- emergency security updates
- faults in the customer's content, software or configuration, or exceeding fair use
- suspension under the Acceptable Use Policy or for non-payment
- DDoS attacks and force majeure
- failures of registries, payment providers or the internet outside our network
3. Service credits (business customers only)
| Monthly availability | Credit (of the monthly share of the price of the affected service) |
|---|---|
| below target but ≥ 99.5% | 5% |
| below 99.5% but ≥ 99.0% | 10% |
| below 99.0% | 25% |
Credits must be requested within 30 days after the end of the month and are capped at 25% of the monthly share. Credits are a business customer's sole remedy for missed availability targets.
Consumers: your statutory rights for non-conformity (e.g. bringing into conformity, price reduction or termination) apply unchanged. For downtime of more than 24 consecutive hours we always refund pro rata.
4. Support
| Channel | Hours | Response target (first response) |
|---|---|---|
| Email / ticket | Weekdays 08:00–17:00 CET | 1 working day (Max: 4 hours) |
| Critical incidents (whole service down) | 24/7 monitoring | Work starts within 1 hour |
| Abuse (abuse@sitewig.com) | Weekdays, prioritised for urgent cases | Per the DSA process |
5. Backup and restore
- Daily backup of files, databases and email; retained for 30 days at a separate location.
- Customers can restore from the control panel.
- Targets for faults on our side: RPO 24 hours / RTO 8 hours for a single web node (targets, not guarantees).
6. Status information
Status and incidents are published at status.sitewig.com, hosted independently of our own infrastructure.