Quality guarantee

Last updated: 19.10.2026

What you can expect from our hosting and what applies if something does not work.

The key points in brief

Your website and your mailboxes are available at least 99.9 % of the time on monthly average, which means at most around 43 minutes of downtime per month.
For every full hour beyond that, you receive a credit of 5 % of the monthly share, up to 50 % per month.
The credit is your standard remedy; report an outage within 30 days with a ticket. In case of significant outages in 2 out of 12 months, you can terminate the contract for cause.
Maintenance that we announce at least 48 hours in advance does not count as downtime.
Support replies within 1 business day.
Free offers and trial periods are excluded from the quality guarantee.
Backing up your data remains your responsibility.

This summary makes reading easier. The full text is what counts.

Contents

Availability
Exceptions
Support
Security
Data backup

Availability

Your website and your mailboxes are available at least 99.9 % of the time on monthly average. This corresponds to downtime of at most around 43 minutes per month.

If your hosting is down for longer due to a disruption on our side, you receive a credit of 5 % of the monthly share of your plan price for every full hour beyond this limit, up to a total of 50 % per month. Report the outage within 30 days with a support ticket; we credit the amount to your next invoice.

The credit is your standard remedy if the guaranteed availability is not reached. If your hosting fails in at least 2 months within 12 months to such an extent that the credit reaches its maximum amount (at least 10 hours beyond the permitted downtime of a month), you can terminate the contract for cause with immediate effect and receive a pro rata refund of the unused part. There are no further claims on this account, for example for damages or price reduction, unless the law mandatorily provides otherwise (section A12 of the terms and conditions).

Exceptions

The following do not count as downtime:

maintenance that we announced at least 48 hours in advance,
force majeure such as natural events, large-scale power outages or measures taken by authorities,
attacks on our systems that take effect despite reasonable protective measures,
disruptions on your side, for example in your software, your configuration or due to use beyond reasonable use,
disruptions outside our systems, for example on the internet or with a domain managed by another provider,
suspensions under the terms and conditions, for example due to misuse or late payment.

Free offers and trial periods are completely excluded from the quality guarantee; there is neither guaranteed availability nor any credit for them.

Support

You can reach us with a ticket in the customer panel or by email to info@swizz-it.com. We reply within 1 business day (Monday to Friday, excluding public holidays). You receive an email for every reply from us.

Security

Free SSL certificates for your domains, set up via the customer panel.
Encrypted connections (HTTPS) to the website and to the customer panel.
We only store passwords as a hash; after repeated failed attempts, we temporarily block logins.
Every hosting account runs under its own system user, separate from other customers.

Data backup

In the customer panel, you can create and restore a backup of your databases at any time. We do not promise an automatic backup of your data. Therefore, keep an additional copy of important data yourself.