itXcel guarantees that hosted websites will be available 99.99% of the time during the monthly billing cycle of your hosting package, excluding scheduled maintenance. itXcel will credit the customer 5% of the recurring fee for each 30 minutes of downtime (up to 100% of the monthly fee for the selected package) on the next invoice if downtime exceeds the 99.99% limit. Hosting uptime includes functioning of the http servers, database servers and email services, but does not include any programs running as part of your hosting account or problems related to the integrity of the files hosted within your account. Hosting downtime exists when a particular customer is unable to transmit and receive files and itXcel records such failure in the itXcel trouble ticket system.

Hosting downtime is measured from the time the trouble ticket is opened by a customer to the time the account is once again able to transmit and receive data. This trouble ticket should include a specific URL that is not available.

Visit the itXcel knowledge base for more information about our uptime guarantee.


This guarantee does not apply to delinquent or suspended customers.