Last Updated: May 23, 2025

This Uptime Policy outlines the commitment Synchronized Group, LLC makes to providing reliable and accessible hosting services for your WordPress website. We understand the importance of uptime for your business and strive to maintain a high level of service availability.

Uptime Guarantee:

Synchronized Group, LLC guarantees a monthly uptime of 99.5%. This means that your website will be accessible to visitors for at least 99.5% of the time during each calendar month.

Uptime Calculation:

Uptime is calculated as follows:
Uptime % = (Total Minutes in Month – Total Downtime Minutes) / Total Minutes in Month * 100

  • Total Minutes in Month: The total number of minutes in the given calendar month.
  • Total Downtime Minutes: The total number of minutes your website was inaccessible due to unplanned outages during the month. Scheduled maintenance, as described below, is excluded from downtime calculations.

Exclusions from Uptime Guarantee:

The following events are excluded from our uptime guarantee and will not be counted as downtime:

  • Scheduled Maintenance: We perform routine maintenance to ensure the stability and security of our platform. We will provide reasonable advance notice (typically 24 hours) for scheduled maintenance whenever possible. Scheduled maintenance windows are typically conducted during off-peak hours, America/New York 1:00 AM – 5:00 AM)
  • Customer Actions: Downtime caused by your actions, including but not limited to:
    • Incorrect configuration of your WordPress website or server.
    • Installation of incompatible plugins or themes.
    • Exceeding resource limits (e.g., bandwidth, storage).
    • Security breaches caused by compromised credentials or vulnerable code within your website.
  • Third-Party Services: Downtime caused by third-party services integrated with your website, such as:
    • DNS providers.
    • Payment gateways.
    • Email providers.
    • CDNs (Content Delivery Networks).
  • Force Majeure Events: Downtime caused by events beyond our reasonable control, such as:
    • Natural disasters (e.g., earthquakes, floods, hurricanes).
    • Acts of war or terrorism.
    • Government regulations or actions.
    • Widespread internet outages.
    • Denial-of-service (DoS) or distributed denial-of-service (DDoS) attacks targeting your specific website. (We will make reasonable efforts to mitigate DDoS attacks targeting our infrastructure.)
  • Beta Services: Downtime related to services explicitly designated as “beta” or “experimental.”
  • TTL Considerations: In the event of an outage, downtime calculations will include your DNS TTL (Time To Live) at the time of the outage, plus 50%. For example, a TTL of 10 minutes means that outage time will not start accumulating until the 15-minute mark. This accounts for DNS propagation delays.

Synchronized Failover Plans:

Plans that include Synchronized Failover will experience downtime during failover events. This downtime is necessary for the system to switch to the backup server and ensure data consistency. While we strive to minimize failover time, it is excluded from the uptime guarantee. We will provide best-effort estimates for failover times.

Downtime Credit:

In the event that we fail to meet the 99.5% uptime guarantee in a given month, you may be eligible for a service credit. To be eligible, you must:

  • Submit a support ticket in your Portal account within 7 days of the end of the month in which the downtime occurred.
  • Include detailed information about the outage, including the dates, times, and duration of the downtime.
  • Provide any relevant supporting documentation.

The amount of the service credit will be determined based on the severity and duration of the downtime, at Synchronized Group, LLC’s sole discretion. The maximum credit will not exceed 25% your monthly hosting fee.

Monitoring:

We utilize a variety of monitoring tools to proactively detect and respond to potential outages. These tools continuously monitor the availability and performance of our servers and network.

Policy Changes:

Synchronized Group LLC reserves the right to modify this Uptime Policy at any time. We will provide reasonable notice of any material changes.

Contact Us:

If you have any questions about this Uptime Policy, please contact us via the Portal.