This page describes what Hosterwise commits to for its WordPress hosting: availability, support, maintenance, incident communication and backups. It supplements our terms and conditions of sale.
This English version is provided for convenience. In case of discrepancy, the French version prevails.
01. Scope
This agreement applies to the Starter, Premium and Boost hosting plans: LiteSpeed web servers, databases, e-mail and the CyberPanel control panel. It does not cover the sites themselves (themes, plugins, customer code) or third-party services (registrars, external e-mail providers, CDNs chosen by the customer).
02. Availability
Hosterwise uses the means needed to keep your sites online at all times: server monitoring, regular updates, properly sized hardware and network. This is a best-efforts obligation; we do not publish an availability percentage we could not prove.
03. Support
Technical support is available 24/7, in English and French, through the contact form (subject “Technical support”) and by e-mail at contact@hosterwise.com.
Requests are handled in order of arrival, with priority given to sites that are down. To get help faster, tell us which site is affected, what happens and any error message, and never send a password.
Support covers hosting: server, LiteSpeed cache, e-mail, DNS, SSL certificates, backups and migration. It does not include development or application maintenance of sites.
04. Maintenance
Maintenance operations that may interrupt the service are scheduled, preferably at low-traffic times, and announced in advance to the customers concerned by e-mail.
Urgent security fixes may be applied without notice when server security requires it.
05. Incidents
When an incident affects several customers, our team steps in as soon as it is detected and keeps the customers concerned informed until service is restored. If your site is down, contact support: we immediately check whether the problem comes from our servers or from your site.
06. Backups and restoration
Hosting is backed up automatically: weekly for Starter and Premium, daily for Boost. A restoration can be requested from support, within the limits of the backups available.
These backups are a best-efforts obligation and do not replace your own backups: we recommend regularly keeping a copy outside our servers.
07. Excluded cases
- Scheduled, announced maintenance;
- malfunctions caused by the customer’s site (code, theme, plugin, configuration) or by exceeding the plan’s resources;
- suspensions for non-payment or breach of the terms of sale;
- large-scale attacks, failures of third-party networks or services, and force majeure;
- DNS or domain name issues managed with another provider.
08. Changes to this agreement
This agreement may change to improve. The date of the last update is shown at the top of this page.