Availability (SLA)

We operate our services with care and in line with the current state of the art, and we endeavour to keep them running without interruption. We do not commit to a fixed availability percentage; this is also stated in section 3 of our Terms and Conditions. A guaranteed value only applies if it has been expressly agreed with you in writing.

Instead of a figure on paper, we openly show how our services actually perform: the measured availability of each service is visible to everyone on our status page.

In the event of any conflict, the Terms and Conditions prevail. This page describes how we work and does not give rise to any additional claims.

An automated check tests our services from the outside every 10 minutes, in the same way you use them:

• Website and client areahoston.ch and my.hoston.ch, including the scheduled tasks in the client area.
• HostingcPanel and webmail on the hosting servers.
• EmailSending and receiving (SMTP), retrieval (IMAP) and webmail for the email hosting packages.
• DNS and certificatesOur name servers and the validity of the SSL certificates.

If a check fails twice in a row, we are alerted. You can see the current state, the availability over the last 24 hours, 7 and 90 days and any announced maintenance at status.hoston.ch

We keep servers, operating systems and hosting software up to date. Where possible, we announce planned work that may briefly interrupt a service in advance on the status page, and schedule it at low-traffic times, usually in the evening or at night.

We may also apply urgent security updates at short notice if your data or our infrastructure would otherwise be at risk.

With web hosting and WordPress hosting, you can restore files, databases, emails or the entire account yourself in cPanel, free of charge and as often as you like.

Our backups do not replace your own copy of your important data (section 10 of the Terms and Conditions). Download a backup regularly.

1. 1Check the statusAt status.hoston.ch you can see whether we are already working on an incident.
2. 2Open a ticketIf nothing is reported there, open a ticket in the client area at my.hoston.ch with the domain, time and error message or a screenshot.
3. 3ResponseWe usually reply on the same working day, and in the event of an outage of our services as quickly as possible, and keep you informed of progress in the ticket.

If you cannot access the client area, you can reach us at support@hoston.ch.

• Errors in the code, plugins, themes or configuration of your website – although we are happy to help you find the cause.
• Software, updates and security on a VPS: there, we are responsible for the virtual machine, the network and the console.
• Suspensions due to unpaid invoices or violations of the acceptable use policy.
• Disruptions at third parties, such as domain registries, certificate authorities or your internet provider, as well as force majeure.