Service Level Agreement
What you can expect from us — in black and white. Below you can read exactly which guarantees WWW4 offers in terms of the availability of your hosting, backups and technical support.
Need help? Our team is ready
Something wrong or noticing an outage? Contact us directly through one of the channels below. Describe the problem as concretely as possible — with the time, the domain name and the error message — so our engineers can get straight to work. For critical disruptions outside office hours you are automatically connected to the on-call engineer.
Platform availability
The entire WWW4 platform — web hosting, VPS, dedicated servers and the accompanying mail and DNS services — runs on redundant infrastructure in a Belgian data centre. Every component is monitored around the clock by automated health checks, and network-level DDoS protection absorbs attacks before they reach your website. If the system detects an anomaly, our engineers step in or traffic switches over to a stand-by environment.
- Guaranteed availability of 99.99% on a yearly basis, excluding planned maintenance
- Automatic failover on hardware failures or network disruption
- Planned maintenance is announced by email at least 48 hours in advance
Backups & recovery
For your shared hosting we automatically back up your files, your database and the mailboxes on your domain every day, with a retention of 14 days. You request a restore through support; for VPS and dedicated servers you add backups, snapshots and high availability in the configurator.
- Files, database and mailboxes are included in the backup; mail you download locally via POP3 is not
- Our backup is a safety net, not a backup strategy: make an extra copy yourself before any major change to your site
- Planned server maintenance is announced by email at least 48 hours in advance
Support availability
Our support team is available on all regular working days. Belgian official public holidays are excluded. Outside these hours an emergency line is active for critical platform outages.