Availability and Support Policy
Last updated: October 22, 2026
This policy describes how we operate the availability of the Services and how Infinito support works. It is part of the Terms of Service.
1. Availability
1.1. We work to keep servers, the control panel, email and the client area continuously available, with monitoring and professional data center providers.
1.2. This policy is not a service level agreement (SLA) with compensation. We do not guarantee a specific uptime percentage, and outages do not generate automatic credits or refunds, except as provided in the Refund Policy or required by law.
1.3. If a serious outage attributable to our infrastructure lasts an exceptionally long time, we may, at our discretion, offer a goodwill credit.
2. Maintenance
- Scheduled: when possible, we will give at least 48 hours’ notice by email, or in the client area, favoring low-traffic hours.
- Emergency: for critical vulnerabilities or failures, we may intervene without prior notice to protect the Services. We will inform you as soon as possible.
3. Outside Our Control
The following are not considered failures of the Services:
- Your code, applications, plugins, themes, configurations or content.
- Exceeding your plan’s resources or violating the Acceptable Use Policy.
- Suspensions for non-payment, abuse or legal requirements.
- DNS, registrar or registry issues outside our control, or expired domains.
- Large-scale denial-of-service attacks, internet or provider failures outside our network, and force majeure.
- Features labeled “beta.”
4. Service Status
We will post incidents and maintenance in the client area and, when they affect your service, notify you by email.
5. Support Channels
| Channel | Availability |
|---|---|
| Tickets from the client area | Received 24/7 |
| Email: soporte@infinito-host.com | Received 24/7 |
| Human support | Monday to Friday, 9:00 a.m. – 6:00 p.m. Nicaragua time (UTC−6), except Nicaraguan national holidays |
Support is provided in Spanish and English.
6. Target Response Times
These are service targets, not guarantees:
| Priority | Example | Target first response |
|---|---|---|
| Critical | All your sites down due to a server failure | As soon as possible during business hours; outside business hours we monitor server-wide failures |
| High | Email or one site not working | 4 business hours |
| Normal | Configuration, technical questions | 1 business day |
| Billing and sales | Payments, plans, refunds | 1 business day |
7. Support Scope
Included:
- Operation of the server, control panel, email, databases, FTP and SSL included in your plan.
- Help accessing and using the client area and control panel.
- Application installation with the automatic installer.
- Guidance on configuring DNS and domains managed by us.
- Restoration from available backups (may carry a fee according to the published rate).
Not included (may be quoted as an additional Infinito.Agency service):
- Programming, design or debugging of your code or third-party plugins and themes.
- Malware cleanup of sites compromised by outdated software.
- SEO optimization, marketing or content creation.
- Configuring devices, programs or services unrelated to our Services.
8. Respectful Conduct
We provide support respectfully and ask the same of you. We may limit support to written channels in the case of abusive conduct.
In the event of conflict between language versions, the Spanish version prevails.