Server Maintenance Policy - CloudHosting.lu

1. Purpose

This is Cloudhosting.lu’s (“Cloudhosting.lu”, “we”, or “our”) Server Maintenance Policy. This policy discusses how we maintain our technology to improve and administer the Services, and how you may be impacted by those actions. Capitalized terms not defined here have the meanings given in our Terms of Service.

2. Availability

We offer a 99.9% uptime commitment and use reasonable efforts to provide Services 24/7. However, servers require routine maintenance and upgrades (“Scheduled Downtime”). Services may be temporarily unavailable due to Scheduled Downtime or causes beyond our control. We will provide advance notice for Scheduled Downtimes whenever possible.

3. Maintenance

Planned outages, including Scheduled Downtime, are not included in our 99.9% uptime commitment. We make reasonable efforts to notify customers in advance of extended outages.

a. Definitions

Routine Maintenance: Weekly short downtime for updates and patches requiring reboots.
Comprehensive Maintenance: Longer monthly or scheduled downtime for significant enhancements.
Emergency Maintenance: Immediate attention required due to severe issues.
Scheduled Downtime: Includes Routine and Comprehensive Maintenance.
All times are based on the server’s local time zone.

b. Intervals

Routine Maintenance: Weekly Sunday mornings 12:00 AM – 5:00 AM, outages typically ≤15 minutes and unannounced.
Comprehensive Maintenance: First Saturday of each month 7:00 PM – 7:00 AM Sunday, announced to affected customers.
Emergency Maintenance: Unscheduled, extreme circumstances. We will notify customers if possible.

c. Limitations

Applies to shared, reseller, VPS, and dedicated servers, network equipment, and internal websites (billing/support). Major upgrades may require additional Scheduled Downtime.

4. Backup of Data

Before troubleshooting or requesting support, BACKUP ALL DATA. Cloudhosting.lu is not responsible for data loss or corruption caused by:

Our authorized actions
Your actions using the Services
Hardware failures
Software or technology failures

5. Customer Responsibilities

Ensure services on your servers resume automatically upon reboot or restart. Cloudhosting.lu is not responsible for outages caused by reboots during maintenance.
We have no responsibility for downtime resulting from your actions.
For questions, contact support via your customer panel and submit a ticket.