Hostroute Help & Support
Real Person
Hostroute only use real people, based in the UK and USA to provide customer service and technical support. Hostroute promises a real response from a real person on our in-house team whenever you ask us for help.
24/7/365 Support
Hostroute provide customer service and technical support to customers via our help desk 24 hours a day, seven days a week, and all 365 days in the year. We normally respond within 4 hours, but guarantee to respond within 12 hours.
30-Days Money Back
If for any reason you are unsatisfied with our shared hosting service within your first thirty days, simply notify us via the help desk and your fees will be refunded. No advanced notification required, no paperwork, no red tape, no catches what-so-ever. Please note that due to the nature of the product, the 30-day money back guarantee only applies to shared hosting and does not apply to domain name registrations, SSL certificates or any dedicated or managed servers.
99.9% Uptime
| Site Uptime | Credit Given |
|---|---|
| 100% - 99.9% uptime | None |
| 99.8% - 99.5% uptime | 5% |
| 99.4% - 99.0% uptime | 10% |
| 98.9% - 98.0% uptime | 25% |
| 97.9% uptime and below | 100% |
Please contact us via help desk to request a service credit in accordance with the above.
If your server isn't available for at least 99.9% of the time within a given month, we will give you a pro-rated credit for the time less than that amount. Please note this applies to unscheduled outages only. Hostroute does perform scheduled maintenance on individual servers and the network as a whole that may result in downtime for short intervals. However, this maintenance is necessary to preserve the overall quality of the service for all customers. We will send out a notification prior to maintenance-caused downtime and attempt to conduct maintenance at times that will cause minimal impact to our consumers.
Small print: Service credits issued for downtime are issued in the form of a voucher code that can be used towards any future Hostroute service. Cash refunds will not be issued as a result of downtime. The above guarantee does not include downtime that is out of Hostroute's control, including but not limited to: upstream network outages, internet backbone congestion, outages caused by acts of God, and facility power failures. The guarantee is invalid if there are any current violations of Hostroute's Terms of Service or Acceptable Use policies. Service credits should be requested at the end of the month for the current month or beginning of the month for the previous month. Back credits will not be applied.