Last updated: 4 November 2026.
1. Uptime target
We aim for 99.5% monthly uptime and monitor every site around the clock. Planned maintenance is announced 48 hours ahead and done outside office hours where possible. This is a target, not a paid guarantee.
2. Response times
All plans: first reply within one business day (Sun–Thu, 10am–6pm). Site down or hacked: we start work the same business day for Business and Store plans, and the next business day for Landing and Starter.
3. Edit requests
Changes within your monthly hours are usually done within 2 business days; larger changes get a date when we reply.
4. Backups
Daily backups kept for 14 days, stored away from the website server. We restore from backup at no charge when something goes wrong on our side.
5. Security problems
If your site is hacked while on a plan, we clean it and close the entry point at no extra cost, and tell you what happened.
6. Not covered
Problems caused by your own changes, third-party services you chose, or outages at Google or our hosting provider beyond our control. We still help, and tell you if a fix will cost extra before starting.