Service Level Agreement

This Service Level Agreement (SLA) forms part of our Terms of Service. It sets out the availability we aim for, how we measure it, and what you can claim if we fall short.

What this SLA covers

The SLA covers the things we provide that your service depends on to be reachable:

• our network, AS218805, including its connections to the rest of the internet
• the power supply to the equipment your service runs on
• the physical host or server your service runs on

It applies to paid services that are in good standing. It does not apply to free services, trials, or services that are suspended.

What this SLA does not cover

It does not cover problems with anything you run or control, such as your operating system, software, websites, databases or settings. It does not cover domain names, the services of other companies, or faults on networks we do not operate, for example a problem between your visitor's network and ours.

Our target

We aim for each service to be available for at least 99.9% of the time in each calendar month.

Availability is the number of minutes in the month, minus the minutes of downtime, divided by the number of minutes in the month.

What counts as downtime

Downtime is a period when your service cannot be reached through our network because of a failure of something covered by this SLA. It starts when we detect the problem or you report it to us, whichever is earlier, and ends when the service is working again.

What does not count as downtime

The following are not counted:

• planned maintenance that we announce in advance
• emergency maintenance needed to fix a security problem or to prevent a larger failure, where we could not reasonably give advance notice
• problems caused by you, your software, your settings, or anyone using your service, including running out of the resources your plan provides
• attacks on your service or on our network that our protection cannot reasonably block
• suspension or ending of your service in line with our Terms of Service
• events outside our reasonable control, as described in our Terms of Service

Service credit

If a service's availability in a month is below 99.9%, you can claim a credit of 10% of the monthly charge for that service.

The monthly charge is what you pay for one month of that service. If you pay quarterly, yearly or over another period, we divide the fee by the number of months it covers.

You can receive one credit per service for each calendar month. Credits are added to your account and used against future invoices. They are not paid out as cash.

How to claim

Open a support ticket in the client area within 14 days of the downtime ending. Tell us which service was affected and the dates and times you saw the problem. We will check your claim against our monitoring and network records, and our records decide the length of the downtime. If we agree the target was missed, we will add the credit to your account.

Claims made after 14 days may be refused.

Your remedy

A service credit is the remedy for downtime covered by this SLA. It does not affect any right you have under the law, and the limits on our liability in the Terms of Service still apply.

Support

This SLA is about availability. It does not set response or fix times for support tickets.

Changes to this SLA

We may change this SLA. If we do, the change applies from your next renewal, and we will tell you before then.