Web Hosting Policy
Last Updated: May 2026
1. Uptime Guarantee
CD Creative offers a 99% uptime guarantee on managed hosting services. This guarantee applies only to hosting services under active management by our team.
Important: We are not responsible for downtime caused by factors beyond our control, including but not limited to third-party hosting provider issues, DNS propagation, client-side errors, cyberattacks, force majeure events, or scheduled maintenance.
2. Hosting Provider
We provide web hosting as a reseller through InMotion Hosting, a reputable third-party hosting provider. While we manage client websites and assist with hosting-related needs, we are not the direct hosting infrastructure provider.
You can view the current status of InMotion Hosting systems here:
https://status.inmotionhosting.com/
Any infrastructure-level issues are the responsibility of InMotion Hosting. We will advocate on behalf of our clients and assist with resolution, but we cannot accept liability for outages or problems originating from their network or systems.
3. No Refunds or Compensation for Downtime
No refunds, discounts, or service credits will be issued for downtime, even if it falls below the 99% guarantee, when the cause is outside of our direct control. We will work diligently to restore services as quickly as possible when issues arise.
4. Backup & Data Recovery
We maintain regular backups of client websites under our management:
- Standard websites: Backed up monthly
- E-commerce websites: Backed up daily
- Snapshot backups are created before and after major updates, maintenance, or development work
We also maintain secure offsite backups. However, backups are not retained indefinitely. Older backups beyond our standard retention period may not be available unless a long-term backup retention plan has been specifically contracted.
In the event of data loss or server issues, we will restore from the most recent available backup. We will provide clients with copies of recent backups upon request where possible.
5. Outage & Recovery Management
We actively monitor client websites and will respond promptly to outages. Recovery efforts may include server migrations, DNS updates, or restoration from backups.
Additional time spent on outage management, restorations, or emergency support will be billed at the following rates:
- Business Hours: $75 per hour
- After-Hours / Emergencies: $125 per hour
We reserve the right to bill for significant recovery efforts when the issue stems from outdated software, client modifications, or lack of maintenance.
6. Outdated Websites & Platform Changes
Hosting providers periodically upgrade servers and software. Websites that are significantly outdated or unmaintained may not function properly after such migrations. In these cases, additional development and update work may be required to restore full functionality.
We will provide a reasonable amount of time to restore basic functionality. However, extensive updates or redevelopment due to outdated code, plugins, or themes will be quoted and billed separately.
7. Security Incidents
In the event of a website hack or security breach, we will immediately lock down the site, clean the infection where possible, reset passwords, and restore from a clean backup. We will notify the client promptly and assist with required disclosures if personal data is involved.