Effective as at 12.00pm 20/09/2024
Last Updated as at 12.00pm 20/09/2024
1. Purpose
This Server Maintenance Policy outlines how One&OnlyHost (“we”, “us”, or “our”) manages the upkeep and improvement of our technology to ensure smooth delivery of services. This policy also explains the potential impact on service availability. Terms that are not defined here carry the same meaning as those outlined in our Terms of Service.
2. Service Availability
We are committed to providing a 99.9% uptime for our services. While we strive to maintain uninterrupted access to the Services 24/7, maintaining a secure and reliable infrastructure necessitates periodic maintenance and system upgrades (“Scheduled Downtime”). You acknowledge that there may be times when Services are unavailable, either due to scheduled maintenance or events beyond our control. We will notify you in advance of any Scheduled Downtime, where feasible, and will take reasonable steps to minimize any disruptions. However, we are not liable for any interruptions in service.
3. Types of Maintenance
Planned outages, including Scheduled Downtime, are not included in the 99.9% uptime guarantee. We will make every effort to notify you in advance of any anticipated outages, especially those involving significant periods of downtime.
Definitions: There are three main categories of maintenance downtime:
- Routine Maintenance: Short, weekly downtime for essential system updates, patches, and reboots.
- Comprehensive Maintenance: Longer, monthly or scheduled downtime necessary for more extensive system improvements.
- Emergency Maintenance: Unplanned downtime required to address critical issues that need immediate attention.
Scheduled Downtime includes both Routine and Comprehensive Maintenance.
Maintenance Intervals:
The timing for Scheduled Downtime will depend on the location of the data center or server. The defined intervals are:
- Routine Maintenance: Takes place weekly, on Sunday mornings between 12:00 AM and 5:00 AM. Downtime is expected to last no longer than fifteen (15) minutes unless unexpected issues arise. Routine Maintenance will not be pre-announced.
- Comprehensive Maintenance: Occurs monthly, typically on the first Saturday night of every month between 7:00 PM and 7:00 AM Sunday morning. If there are other schedules, they will be communicated to affected customers via the registered contact email.
- Emergency Maintenance: This is unscheduled maintenance that happens only when critical issues arise. We will do our best to inform you of any emergency maintenance when possible.
Limitations:
This policy covers all aspects of our services, including but not limited to:
- Shared hosting services
- Reseller hosting
- VPS (Virtual Private Server) hosting
- Dedicated hosting
- Network hardware
- Internal systems like billing and support portals
Larger infrastructure upgrades may require additional Scheduled Downtime beyond the typical maintenance windows.
4. Data Backup
Before attempting any troubleshooting or engaging our support team, please ensure that you have backed up all your data. One&OnlyHost is not liable for data loss or corruption caused by:
- Actions we take within the scope of our services
- Your own actions while using the Services
- Hardware malfunctions
- Software or technology failures
5. Customer Responsibilities
It is your responsibility to ensure that all services and applications running on your server are set up to automatically resume following a system reboot or restart. One&OnlyHost is not responsible for issues or downtime caused by reboots during scheduled maintenance windows.
We hold no responsibility for any downtime that arises due to actions taken by you.
For any inquiries or support needs, please contact us by submitting a support ticket via our portal at my.oaohost.com.