Golden Guarantee
Version 2.0 – Published 3 November 2026. Applies to orders placed from that date, and to existing customers from 3 December 2026.
The Golden Guarantee describes the support standard we aim to deliver on selected services. It is a voluntary service goal, not a contractual obligation. It does not create any right to credit, compensation, a refund or termination, and it does not form part of the service levels in the Service Level Agreement.
1. Our goals
1.1First response: we aim to give a human reply within 15 minutes to tickets and live chat opened through official channels for covered services, 24 hours a day.
1.2Resolution: we aim to resolve incidents caused by our own infrastructure, software or configuration on covered services within 4 hours of your ticket.
2. Covered services
Shared hosting, managed WordPress hosting, game servers, and VPS plans marked "Golden Guarantee" on the order page at the time of purchase.
3. What the goals do not cover
- DDoS or other attacks, hacking, and malware, whatever their source.
- Your code, scripts, mods, plugins, themes, configuration or third-party software.
- Scheduled maintenance announced at least 24 hours in advance, and urgent security maintenance.
- Failures of third parties outside our network: internet routes, DNS registries, licence servers such as Cfx.re, payment providers, upstream data centres, and power or force majeure events.
- Suspensions under the Terms or the Acceptable Use Policy.
- Support requests that are not about an incident (how-to questions, development, migrations).
4. Goodwill credit
4.1If we miss these goals, we may, at our sole discretion, offer account credit as a goodwill gesture. Whether credit is offered, and how much, is decided case by case.
4.2Goodwill credit is not cash, cannot be transferred, expires 12 months after it is issued, and is subject to section 5 of the Refund Policy.
4.3Credit offered in one case does not create an obligation to offer credit in another case.
5. No legal claim
Missing a goal described in this document is not a breach of the Terms of Service and gives no right to compensation, credit, a refund or termination. The only compensation for unavailability is the one set out in the Service Level Agreement.