Downtime Policy

Digital Shift's Downtime Policy

This policy is in place to ensure that your service with Digital Shift is smooth and error free. Website and service uptime is essential for your business this is why Digital Shift takes downtime very seriously. For every day your service is down Digital Shift will provide a ten-day customer service credit to your account.

Emergency Downtime

Unexpected circumstances may arise where data centers or servers may be interrupted without prior notice. Every effort will be by Digital Shift to avoid such circumstances. However, incidences may arise involving a compromise of system security, the potential for damage to equipment or data, or emergency repairs. If the affected system(s) cannot be brought back online within 30 minutes, affected users will be contacted, and the customer service credit will be applied to their account.

Customer Service Credits

In the event of emergency downtime, customers will be credited 10-days of service value for every day the data centre/server is down. The credit is applied based on only the website portion and does not apply to other services that are unrelated to web hosting.  The daily service credit is calculated by taking the total monthly service fee paid to Digital Shift on an average month (30.5 days). The service credit doesn't apply to external services and only applies to service fees paid to Digital Shift. The service credit is non-cash refundable and can only be applied to future services. Only one 10-day credit can be redeemed per month. Although unforeseeable circumstances can take place, this policy is in place to ensure that your service goes on without interruption.

Maintenance & Backups

Data backup services are available at an additional cost. Digital Shift will store one backup of your data, content, and/or website when it is created by us. When working with third parties including, but not limited to, partner companies, other agencies, web design/development companies, graphics designers, or coders/programmers, the client and/or the third party are responsible for backup routines and website maintenance including plugin, theme, and security updates.

Migrations

Migrations to Digital Shift are included. Migration services are available at an additional service when migrating from Digital Shift.