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Service levels

Last updated 15 November 2026

This page describes the standard of service we work to. It is a statement of targets and of how we operate. It is not a guarantee, and it does not give rise to service credits or refunds. Your contract with us is the Terms of service.

1. Uptime target

  1. We aim for each hosting service to be available 99.9% of each calendar month.
  2. This is a target we work to and measure ourselves against. It is not a contractual commitment.
  3. Availability means the service responds to requests from outside our network. It covers shared web hosting, WordPress hosting, business email hosting and managed cloud servers.

2. How we measure it

  1. Our monitoring checks each server from outside our network around the clock.
  2. A service counts as unavailable from the time monitoring confirms a failure until the time it responds normally again.
  3. Planned maintenance that we announced in advance is not counted as unavailability.

3. Monitoring and incidents

  1. Monitoring runs 24 hours a day, every day. When an alert fires, an engineer is paged and investigates.
  2. If an incident affects your service for more than a short time, we post it on the network status page and update it until the incident is resolved.
  3. After a significant incident we will tell affected customers what happened and what we have changed.

4. Planned maintenance

  1. We carry out planned maintenance at low-traffic hours in Singapore, normally late at night or early in the morning.
  2. We announce maintenance that is likely to interrupt service in advance, through the client portal or by email.
  3. Urgent security maintenance may be carried out with little or no notice. We will tell you as soon as we reasonably can.

5. Backups

  1. We take a backup of every hosted account each night and keep 30 nightly restore points.
  2. You can restore from a restore point yourself in cPanel, or ask us to do it.
  3. Backups are a safety net, not an archive. You remain responsible for keeping your own copy of anything you cannot afford to lose, as set out in the Terms of service.

6. Support

  1. Support is provided by ticket and email, Monday to Friday, 9am to 6pm Singapore time, excluding public holidays.
  2. Corporate web hosting plans, Corporate WordPress plans and managed cloud servers include an after-hours emergency line for outages.
  3. We do not publish response-time commitments. Tickets are handled in order of impact: services that are down first, then major faults, then minor faults and questions, then requests and changes.

7. What can affect availability outside our control

Availability can be affected by things we do not control, including: problems with your own code, plugins or configuration; exceeding the resources of your plan; attacks directed at your site; failures of internet networks outside our own; domain or DNS services not managed by us; and suspension under the Terms of service or the Acceptable use policy.

8. Changes to this page

We may update this page as our operations change. The date at the top shows when it was last revised.

9. Contact

Questions about service levels: enquiry@zension.com or +65 3112 2333.