What we promise, and the parts we do not.
The whole commitment on one page, limits included.
Everything below is already written somewhere else on this site - in the SLA, in the privacy policy, on the data centres page. It is gathered here so you can read the whole commitment, including its limits, without hunting for it.
Miss the uptime, and this is what you are owed.
Not goodwill, and not a support ticket. A percentage of the month, on a scale that is written down before anything goes wrong. The bar is the credit itself.
Network connectivity and routing
Covered by the 99.9% guarantee, measured from our network monitoring and the data centre infrastructure.
Server hardware availability
Covered by the 99.9% guarantee, measured from our network monitoring and the data centre infrastructure.
Core infrastructure services (DNS, load balancers)
Covered by the 99.9% guarantee, measured from our network monitoring and the data centre infrastructure.
Seven things the guarantee does not cover.
A guarantee that excludes nothing is not a guarantee, it is a slogan. These are the exclusions, in the words the SLA uses.
- Scheduled Maintenance
- Pre-announced maintenance windows, with at least 24 hours notice
- Customer Actions
- Issues caused by customer code, configurations, or third-party software
- Force Majeure
- Natural disasters, war, government actions, or other events beyond our control
- DDoS Attacks
- Distributed denial of service attacks targeting your specific services
- Domain and DNS
- Problems with domain registration or external DNS providers
- Account Suspension
- Downtime due to violation of our terms of service
- Beta Services
- Any service explicitly labeled as beta or experimental
Your card never reaches our servers.
Payments run through Paymob, which is licensed and audited for exactly this. What we hold afterwards is a reference number.
- Where it goes
- Your card details are transmitted directly to Paymob using 256-bit SSL encryption
- What we keep
- A transaction reference and a confirmation status. Nothing else
- What we can see
- EGPHP does not store, process, or have access to your full card details
- Recurring bills
- Paymob stores a secure token, not a card number, to charge the following month
- Who is audited
- Paymob is PCI DSS compliant; that certification is theirs, not ours
Which room your server is actually in.
We publish the building, not a region name. None of these are inside Egypt; the engineering and the support are in Cairo.
Falkenstein, Germany
Primary
- Redundant UPS and emergency diesel generators
- Electricity from renewable sources
- 24/7 camera monitoring, a transponder-key access lock and early fire detection
- ISO/IEC 27001:2022, covering this data-centre park
- Redundant links to carriers and to internet exchanges such as DE-CIX and AMS-IX
- One DDoS protection system across all of the operator's locations
Nuremberg, Germany
European Hub
- Redundant UPS and emergency diesel generators
- Electricity from renewable sources
- 24/7 camera monitoring, a transponder-key access lock and early fire detection
- ISO/IEC 27001:2022, covering this data-centre park
- Redundant links to carriers and to internet exchanges such as DE-CIX and AMS-IX
- One DDoS protection system across all of the operator's locations
Ashburn, Virginia, USA
North America
- Colocation space in a building the operator does not own
- One DDoS protection system across all of the operator's locations
Those certifications belong to the facilities that hold them, not to EGPHP. We rent space and machines in these buildings; we do not claim their audits as ours.
Four kinds of downtime, and what each one earns you
The same monthly uptime figure treats them differently. This table only restates what the agreement already says.
| Kind of downtime | An outage on our network or hardware | A pre-announced maintenance window | A fault in your own code or a plugin | An attack aimed at your own service |
|---|---|---|---|---|
| Covered by the guarantee | ✓Covered | ✕Not covered | ✕Not covered | ✕Not covered |
| What the agreement says | Network connectivity and routing, server hardware and core services such as DNS and load balancers. | Windows announced at least 24 hours ahead are excluded. | Issues caused by customer code, configurations or third-party software are excluded. | Attacks that target your specific services are excluded. |
| Your next step | Email us within 30 days, and we answer within 5 business days. | Nothing: the notice arrives first. | Nothing to request: it is outside the guarantee. | Nothing to request: it is outside the guarantee. |
From an outage to a credit on your invoice
Five steps, in the order they happen, taken from the agreement and the status page.
- Monitoring sees it
Our monitoring watches the network around the clock, and the public status page checks every service every five minutes.
- The minutes are counted
The minutes a service was down count against that month's uptime, unless an exclusion applies.
- You write to us
Within 30 days, email your account details, the date and time of the outage and how it affected your services.
- We reply
You get an answer within 5 business days.
- The credit lands on the next invoice
If approved, it is applied to your next billing cycle. It is not paid out in cash.
None of the above is worth much without somewhere to check it.
Open the live status boardRead the whole thing, not the summary.
This page is a gathering, not a replacement. The agreement itself is the document that binds, and the privacy policy says what happens to everything that is not a payment.
