We're committed to keeping the hosting service available at least 99.9% of the time, measured each calendar month. Over a 30-day month, that allows about 43 minutes of unplanned downtime.

What counts as downtime

Downtime is when your website can't be reached over HTTP or HTTPS from the internet because of a fault in something we control, such as our servers, network, data centre power or the web server software we run. Periods shorter than five minutes in a row aren't counted.

What doesn't count

• scheduled maintenance that we've announced in advance
• emergency maintenance to fix a security vulnerability
• problems caused by your own code, database queries, plugins or settings
• your account being suspended under our Acceptable Use Policy or for non-payment
• your account running out of resources through its own usage
• denial of service attacks aimed at your website or our network
• failures of third-party services you rely on, such as DNS hosted elsewhere, external APIs, CDNs and email providers
• problems with your own connection, device or local network
• an expired domain or incorrect nameservers
• events outside our reasonable control

Scheduled maintenance

Routine maintenance takes place between 2am and 6am Malaysia time. We aim to give at least 48 hours' notice by email and on our status page. Scheduled maintenance is limited to eight hours in any calendar month.

Urgent security updates that can't safely wait may be applied without notice. We'll publish what was done afterwards.

How we measure it

Our own external monitoring checks each server every minute from more than one location. A server only counts as down when the failure is confirmed from at least two locations.

Our commitment

99.9% uptime is our service commitment. It doesn't include service credits or refunds for downtime. When something goes wrong, we post updates on our status page while we work on it, followed by a summary once it's fixed.

If your website is down

1. Check status.paduhost.com for known issues.
2. If nothing is shown, open a Technical Support ticket and tell us when the problem started.