Service Level Guarantees

Domain, Hosting, Website Builder

99.9% Network Uptime Guarantee

Web Hosting Manila guarantees that your website will be up and running at least 99.9% of the time during any 12-month period. This guarantee includes network uptime, server uptime, web server and service uptime. However, we cannot be held responsible for upstream problems outside of our network and areas where Web Hosting Manila. has no direct influence, such as backbone provider failures, fibre-optic main line cuts, DNS or Registrar problems with subscribers domain names, routing problems between clients´ location and our data center. The uptime guarantee is also not applicable if the service interruption was caused by any natural or unnatural events that Web Hosting Manila cannot directly influence. Web Hosting Manila may temporarily deny or terminate service upon clients´ failure to pay their charges when due.

Web Hosting Manila will guarantee 99.9% network uptime and 99.9% network stability uptime. This, however, does not refer to problems stemming from:

1. Server Hardware Breakdown

2. User error(s) or purposeful interruption(s) (e.g. if the client shuts his/her own server down, Web Hosting Manila is not responsible for the downtime)

3. Failures due to software that is not explicitly supported by Web Hosting Manila. Consequently, if a hardware crash provoked by the customer happens, Web Hosting Manila has no responsibility for the resulting downtime.

Network Outages or Unexpected Downtime is any unplanned or unexpected interruption in the network availability due to a hardware, software, network connectivity or data center problem, during which a 100% packet loss is experienced.

       1. Unexpected Downtime Compensation – Web Hosting Manila will compensate the owner of an account that has experienced downtime for more than 8 hours during the entire calendar year. The compensation will be one month of hosting services for free.

Scheduled Downtime is any scheduled interruption of services for the purpose of network upgrades, or replacement of any equipment in order to provide a better service for you. Scheduled downtime occurs during notified downtime periods, with as many warnings sent in advance as possible via e-mail or posted on our news section at a minimum 24-hour notice.


Web Hosting Manila guarantees our cPanel 24/7 support via the online contact form or the integrated ticketing system. Each ticket is replied to within no more than 120 minutes after it has been received. E-mail help requests are also accepted and will receive a reply in no more than 12 hours.