Hosting Availability (Service Level Agreement)
Last updated: October 7, 2026
This page explains what uptime and support you can expect from HostMoose, which is operated by BrenCor Digital Enterprises Inc.. It is a statement of what we aim for, not a guarantee. It is part of our Terms & Conditions. If the two ever differ, the Terms apply.
1. Uptime target
We target 99.9% uptime for hosting each calendar month. That's about 43 minutes or less of downtime in a month. It is a target, not a guarantee.
Your hosting runs on CrocWeb's cloud platform in Montreal, with automatic failover and triple data replication. We monitor your sites around the clock. Uptime means your hosting server is up and answering. It doesn't cover your website's own code, plugins, themes or content.
2. Planned maintenance
Planned maintenance is scheduled for quiet hours and announced in advance whenever possible. Time spent on planned maintenance doesn't count as downtime. Emergency maintenance can't always be announced first.
3. What isn't counted
The target doesn't cover downtime or problems caused by:
- your own code, configuration, plugins or themes, or anything you or your developers changed
- your account being suspended, for example for unpaid invoices or broken rules
- internet or network problems outside our hosting provider's network
- attacks and other hostile activity beyond what our protections can stop
- events outside our reasonable control, such as natural disasters or power failures
- planned maintenance
4. Outages that affect you
There is no automatic credit if we miss the target. If a significant outage affects you, tell us (within 30 days of the end of the month it happened in), and we'll consider a credit. We decide whether to offer one and how much, and a credit is not a refund.
5. Support response
Open a support request from your portal or email support@hostmoose.ca. A real person replies within one business day, Monday to Friday, 9 am to 5 pm Mountain Time. If something is badly broken (your site is down, hacked, or showing malware warnings), say so in the subject line. We watch for outages ourselves and don't wait to be told. What's included in support is on the Support Scope page.
6. Backups
Backups are a courtesy, not a service guarantee. Daily backups of your files, databases and email are kept for up to 30 days. You can restore them yourself in DirectAdmin or ask us to help. Restores are best effort, and you should keep your own copies of anything important. See Terms section 8.
7. Changes
We may update this page. We'll change the date at the top when we do.