How to check network status and service uptime
Check whether UnderHost services are experiencing an incident before opening a support ticket. This guide covers the network status page, what it shows,
UnderHost NOC
Network Operations
On this page
Before assuming your site is down due to configuration issues, check UnderHost's network status page. This saves hours of troubleshooting and immediately tells you if an infrastructure incident is ongoing. A 2-minute status check can prevent unnecessary support tickets and clarify whether the issue is on UnderHost's servers or your website configuration.
UnderHost status page
Real-time status: underhost.com/network-status.php
What the status page displays:
- Overall system status: All systems operational (green) or degraded (yellow/red)
- Active incidents: What's happening, when it started, affected services, current actions
- Scheduled maintenance: Planned updates with dates/times and expected duration
- Incident history: Recent resolved incidents, timeline, resolution details
- Component status: Shared hosting, Cloud VPS, Dedicated Servers, email, DNS status individually
Check the status page when:
- Your website suddenly becomes inaccessible
- Email is not working
- DNS queries are failing
- Any service you're using stops working
- Before opening a support ticket about an outage
Understanding status indicators
| Status | Meaning | What to do |
|---|---|---|
| 🟢 Operational | All systems running normally | Issue is likely on your site/configuration. Check troubleshooting guides. |
| 🟡 Degraded | Some systems slow or partially unavailable | Some customers may experience issues. Check incident details. Refresh to test. |
| 🔴 Major Outage | Service is completely down for affected customers | Wait for incident updates. Do not open multiple tickets (slows resolution). Refresh status regularly. |
| ⚙️ Maintenance | Scheduled planned downtime for updates | Your service will be unavailable during window. Planned outages don't count toward SLA. |
What to do during an incident
- Check the status page immediately: Bookmark underhost.com/network-status.php for quick access
- Read the incident description: Details explain what's affected and what UnderHost is doing
- Refresh periodically: Incidents update every few minutes as progress is made
- Do NOT open multiple support tickets: If an incident is listed, UnderHost already knows. Additional tickets slow the response and create support queue backlog
- Monitor social media: Follow @UnderHost on Twitter/X for real-time incident updates
- Wait for resolution update: Most incidents resolve within 1-4 hours. Status page will show when systems are back online
Infrastructure vs local issues
If status page shows "All Systems Operational" but YOUR site is down: The issue is local to your website, not UnderHost infrastructure.
Troubleshoot local issues:
- Check if your account has been suspended (billing issue, AUP violation)
- Verify your domain's DNS nameservers still point to UnderHost
- Check for errors in .htaccess or web server config
- Review error logs in cPanel
- Test from a different browser/device/network (might be local cache)
- Use the
pingortracertcommand from your terminal to verify server is reachable
If your site is down but status shows operational: Open a support ticket describing what you're experiencing, your domain name, and what you've already tested.
Uptime SLA and credits
UnderHost guarantees 99.9% uptime on all hosting plans. This means:
- Maximum allowed downtime: ~43 minutes per month
- Maximum allowed downtime: ~8.7 hours per year
Eligible downtime for SLA credits:
- ✓ UnderHost infrastructure failures (server down, network issues)
- ✓ Power outages at UnderHost data center
- ✓ Scheduled maintenance that exceeds announced window
- ✗ Your account suspension (non-payment, AUP violation)
- ✗ DNS issues at your registrar
- ✗ Website configuration errors (.htaccess, file permissions)
- ✗ Denial of Service (DDoS) attacks to your site
- ✗ Third-party services (CDN, DNS provider)
To claim SLA credits:
- Note the dates and times of downtime
- Verify it was listed on the status page as an incident
- Contact UnderHost billing support with incident dates
- Request SLA credit (typically 10% of monthly fee per incident)
External monitoring and status tools
These third-party tools verify if your site is accessible worldwide:
- Down for Everyone or Just Me: downforeveryoneorjustme.com - Tests if your domain responds from their servers
- IsItDown: isitdown.site - Quick uptime check
- Ping/Traceroute: Use the
ping(Windows/Mac/Linux) ortracert(Windows) /traceroute(Mac/Linux) commands to verify server responds - UpTime Robot: Free monitoring service for constant uptime testing
- StatusPage.io: Professional status page monitoring
When to open a support ticket
Open a support ticket if:
- Status page shows "All Systems Operational" but your site is down
- An incident happened but your site STILL doesn't work after it's marked resolved
- You see an error message specific to your account (e.g., "account suspended")
- You need SLA credit for a documented outage
When opening a ticket, include:
- Your domain name
- What you're experiencing (error message, blank page, etc.)
- When it started
- What you've already tested
- Screenshot of the error (if applicable)
- Relevant error log entries (if you found any)
The status page saves time for both you and support staff. Checking it first clarifies whether the issue is infrastructure or local configuration, immediately pointing you toward the right solution.
Related: Website down troubleshooting | Contact support | SLA credits
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