You can expect downtime to be less than 2 hours a month, with many months being as little as 10 minutes. This is for typical maintenance and software updates. There are occasional network problems, during which there may be some regions that cannot access our servers. These are rare and typically of short duration. Hardware failures may occur causing a longer outage, however, this is very rare. We do not have status pages available for public viewing. Our servers are monitored 24 hours a day from two different areas of the U.S. If a server cannot be accessed we are notified within minutes.

Response time varies depending on the type of problem. A problem causing the server to be down will be priority and will generally be started within minutes. A single site being down will be worked similarly upon notification. Minor problems will generally be resolved within 24 hours. We do not provide support for site maintenance or deployment as a general rule. However, we also do not ignore emails containing requests for which we are not technically responsible. We try to do what we can in order to assist our customers.

As I mentioned previously, we do what we can to assist our customers even when it's beyond the scope of the services we provide.