Service levels

What you can rely on from Noiz, in one place: how much of the time your service is up, what we credit you if it is not, how your website is backed up, and how to reach us.

Availability: 99.99% a month

We use commercially reasonable efforts to keep each server available 99.99% of the time in every calendar month, excluding scheduled maintenance. That allows about 4.3 minutes of downtime in a 30-day month.

For shared hosting, reseller hosting, email and managed applications, the server is the one that hosts your service. Cloud servers and managed servers are measured server by server.

If we miss it, we credit you. When a server's downtime in a month goes past the allowance, you receive that server's hourly rate for every hour or part of an hour beyond it, up to 100% of the base monthly fee. The hourly rate is the base monthly fee divided by the number of hours in the month.

What is not covered. Scheduled maintenance, events outside our control, an attack on your service or on the hosting infrastructure, and something you or someone you gave access to did. The full list is in clause 3.12 of the Specific Terms and Conditions.

How to claim. Email us your customer number and name, the date and time of the downtime, and the domain or server name in the subject line. We must receive your request within 30 days of the end of the month in which the downtime happened. Once the downtime is confirmed, the credit is given within two billing cycles, as our Refund Policy describes.

Backups: your website, every week

Every week we back up the website files, databases and settings of every shared hosting subscription.

• 12 weeks kept. The last 12 weekly backups are kept.
• Kept away from your server. The backups sit on storage away from the hosting server, so a fault on the server does not take them with it.
• Restored on request. Open a ticket in the Noiz console and we restore your files and databases for you.
• More if you want it. You can set up additional backups of your own, on your own schedule, with the backup tools built into your hosting control panel.

Mail. Mail is not part of the hosting backup, and backing it up is your responsibility. Keep a copy in your mail program, or add the Email Archiving add-on in the Noiz console, which keeps a copy of a domain's mail on storage away from the hosting server at a monthly fee.

Your own copy. Backups are there for recovery after a fault, a mistake or a compromise. Keep your own copy of anything you cannot afford to lose, and take a fresh one before a large change to your website.

Support: the people who run the servers

Your tickets go to the people who run the servers.

When we are here. Monday to Friday, 09:00 to 17:00 South African time, excluding South African public holidays. Anything you send outside those hours is picked up in the next staffed window.

How quickly we reply. Our target is a first reply from a person by the end of the next working day.

Staying informed

Notices about planned maintenance and incidents are posted in the Noiz console, under Network Status and Announcements.

Your rights

Nothing on this page takes away rights you have under the Consumer Protection Act 68 of 2008 or other law. The terms behind this page are the Terms of Service, the Acceptable Use Policy and the Specific Terms and Conditions.

Last updated: 12 November 2026.