Unfortunately, there’s a limit of 10% of the next bill when it comes to reimbursement of downtime.
Even worse, it seems that DH is slowly, and quietly, moving away from their 100% uptime guarantee. You’ll see no mention of it anywhere in the TOS, just some promotional material. There used to be a dedicated page explaining the policy and the procedure for claiming compensation, but it’s been removed from the current site.
Combine that with no official tracking mechanism even for customers that do report the downtime according to the policy along with Support’s tendency to just credit your account with a token amount of free hosting when asked about this in an effort to make you go away, and I wouldn’t be surprised if the ‘uptime guarantee’ disappears altogether.
Look at Dream Objects. That service does have an uptime clause in the TOS and it’s not 100%! It’s 99.9%, not counting scheduled maintenance and downtime < 1 minute.
As there is no longer any reference to 100% uptime on the DH website, save for one sentence in the promotional material, I’d even venture to suggest that the 100% uptime guarantee no longer exists because it would be very easy for DH lawyers to point out that there’s no explicit provision in the TOS except for a vague clause about limiting their liability in providing the service:
Please check clause 10 of the MATERIAL PRODUCTS section (thanks, DH, for not having anchors in your headings). Basically says that DH will try to provide a service, but is not liable for anything whatsoever if those services are not up to a standard you expect or suffer any losses because of it and the only compensation that they will be liable for is offering more of the service for free.
Note that I’m not complaining so much as pointing out the reality. I’m disappointed that the uptime guarantee has always been so poorly implemented, and even more disappointed that it appears to be going away, but I’m not taking any stand on their TOS. In fact, I think it’s quite a logical approach to take for budget shared hosting. If I were running a business or other online activity which would be impacted by downtime, I would find a provider(s) that either a) offered redundancy and failover mechanisms, b) agreed to monetarily compensate me for downtime, or c) both. That type of service would not cost < $10 / month though.
Back to the issue of 10 days without a response from support. I suspect that OP doesn’t have a shared hosting account (not required for VPS anymore), but maybe started with one and assumed it still existed, tried VPS with a free trial, never moved his/her sites back to shared before deciding that VPS was not needed, shut down the VPS service, and poof, sites gone. If that is the case, and no more payments are being made/billed, then Support may be ignoring requests because they see him/her as a former customer. Not a smart move on the part of DH, especially because I’m sure they make more on VPS than on shared and if a customer is at least considering VPS, and consequentially considering giving DH more money, then DH should be paying attention to said customer.
For the record, I’ve been monitoring my site with Pingdom for the past nine months at one minute intervals. My server’s stats are:
Downtime: 23h 50m
[*]Number of Downtimes, 245
I have to take credit for roughly 10 minutes of that downtime due to site upgrades and mistakes, but generally those are realistic numbers. During that time there were 3-4 major outages, some of which DH could probably claim were scheduled although one or two would be borderline cases.