Middlehost Service Guarantee

Your satisfaction and success are our top priorities - backed by our comprehensive service guarantee

At Middlehost, we stand behind our services with confidence. Our comprehensive service guarantee ensures you get the reliability, performance, and support you deserve. If we don't meet our commitments, we'll make it right.

Our Guarantees to You

99.9% Uptime Guarantee

Your website will be online and accessible 99.9% of the time, excluding scheduled maintenance.

Our Promise: If we fail to meet 99.9% uptime in any month, you'll receive a service credit equal to 5% of your monthly hosting fee for each hour below the guarantee.

Anytime Cancellation, Prorated Refund

Cancel your hosting at any time and get back the unused portion of your plan, calculated against the standard monthly price (not the discounted promo rate).

Our Promise: If you cancel, we refund the time you have not used. Monthly billing plans have a 24-hour refund window from purchase or renewal. Domains, licenses, VPS/Servers, and third-party apps are not refundable after the windows in our policy. Read the full refund policy.

Support Response

First response within 30 minutes for urgent issues, 2 hours for general inquiries.

Security Protection

Free malware cleanup, DDoS protection, and daily security monitoring included.

Free Migration

We'll migrate your website from your current host absolutely free, with zero downtime.

Service Level Agreement (SLA)

Performance Standards

  • ✓Network Uptime: 99.9% availability guaranteed
  • ✓Server Response: Under 200ms average response time
  • ✓Email Delivery: 99.5% successful delivery rate
  • ✓DNS Resolution: 100% availability across global nameservers

Support Standards

  • ✓Live Chat: Available 24/7 with instant connection
  • ✓Ticket Response: Within 2 hours for general inquiries
  • ✓Emergency Support: Within 30 minutes for critical issues
  • ✓Phone Support: Available during business hours

What's Covered by Our Guarantee

✅ Covered

  • • Server hardware failures
  • • Network connectivity issues
  • • Scheduled maintenance windows
  • • Software updates and patches
  • • Email server problems
  • • DNS resolution issues
  • • Control panel malfunctions
  • • Database server problems

❌ Not Covered

  • • Issues caused by customer code or scripts
  • • Third-party service outages
  • • DDoS attacks targeting your specific site
  • • Exceeding resource limits
  • • Violation of terms of service
  • • Natural disasters or force majeure
  • • ISP or internet backbone issues
  • • Malware introduced by customer

How to Claim Service Credits

1

Report the Issue

Contact our support team within 7 days of the incident

2

Verification

We'll investigate and verify the service level breach

3

Credit Applied

Service credits are applied to your next billing cycle

Questions About Our Guarantee?

Our customer success team is here to help ensure you get the service you deserve. For refund timelines, eligible plans, and the exact way unused time is calculated, see our Refund Policy.

Contact Support Email Guarantee Team

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99.9% Uptime
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Anytime Money-Back Guarantee