Terms & policies
Service level
What we aim for, and what happens if we miss it.
Draft for review. This document is not yet in effect and may change before launch.
Uptime target
We aim for 99.9% monthly uptime for:
- Shared hosting: your website responding and email being accepted.
- VPS: the network and the host your server runs on. On unmanaged servers, what runs inside the server is yours.
Uptime is measured by our monitoring, per calendar month, in Australian Eastern Standard Time.
Service credits
If we miss the target, you can claim a credit on that service's fee for the month:
| Monthly uptime | Credit |
|---|---|
| Below 99.9% | 5% |
| Below 99.5% | 10% |
| Below 99.0% | 25% |
- Claim within 30 days of the end of the affected month by emailing hello@pricehq.tech or opening a ticket in the client portal.
- Credits apply to your next invoice. They aren't paid as cash and are capped at 25% of the month's fee for that service.
- Credits don't limit your rights under the Australian Consumer Law.
What doesn't count as downtime
- Scheduled maintenance, announced by email at least 48 hours ahead and done outside business hours where practical.
- Urgent security fixes that can't wait.
- Problems caused by your own code, settings, plugins, traffic spikes or plan limits.
- Suspensions under our terms or acceptable use policy.
- DNS or domain problems outside our control, and wider internet outages.
Support
- Hours: 9 am to 5 pm AEST, Monday to Friday, excluding Queensland public holidays.
- Response: within one business day. Pro hosting and managed servers are answered first.
- Channels: contact page, chat, email or a ticket in the client portal. Our AI assistant answers straight away and hands anything it can't help with to a person.
- Outages: managed servers are monitored around the clock and we're alerted automatically.
Last updated 19 October 2026.