Service Level & Backups

Uptime target

We aim for 99.9% monthly availability of the web server serving your site, measured by our monitoring and excluding planned maintenance, emergency security work, problems caused by your site's code, plugins, content or traffic, DNS or domain issues outside our control, and events outside our reasonable control.

Service credits

If availability falls below 99.9% in a month, you may claim a credit against your next invoice for the affected Service: 10% of that month's fee below 99.9%, 25% below 99%, and 50% below 95%. Claim within 30 days by emailing info@autotoast.com. Credits are your sole financial remedy for downtime, are capped at 50% of the monthly fee, and have no cash value.

Backups

Websites on our hosting are backed up automatically once a day to separate, encrypted storage in a different location from the server, kept for 30 days. We also take a restore point before risky automated changes. You can restore from your account.

We test restores regularly but cannot guarantee every backup is complete or restorable. You must keep your own independent copy of your website. Render output files are temporary and are not backed up; download what you need.

Support

Support is by email at info@autotoast.com and in your account. We aim to reply within one working day (UK, Monday to Friday) and sooner for sites that are down.