Hosting Services – Service Level Agreement
This service level agreement describes the guarantees we provide in respect of hosting services and under what conditions customers are entitled to compensation.
Definitions can be found in our Hosting Services Terms and Conditions.
We endeavour to provide the most reliable infrastructure as practical to all our Customers. We offer a range of different service level agreements depending on customer needs and budget.
For our standard shared hosting services we guarantee our network will be available 99.95% of each calendar month excluding scheduled maintenance. Should we fail to meet this target the Customer will receive Service Credit of 1 days’ worth of the hosting fee for the affected Service(s) in the event that the total Network Outage period in one month exceeds 22 minutes (0.05% of a 30 day month, rounded to the nearest minute). An additional one day’s worth of the hosting fee will be credited for each additional 2 hours of downtime up to 50% of the Customer’s monthly hosting fee for the affected Service(s). Service credits shall be issued on receipt of a claim request from the Customer within 5 days of the incident. Claim requests must be made by email to our web support email address.
If your business critical services require a higher level of guaranteed service we can offer alternative hosting arrangements with 99.99% or higher guaranteed availability. Please contact us for more information.
Support is available between the hours of 9.00am to 5.30pm Monday to Friday (Excluding bank holidays).
You can contact us by telephone or email (via our websupport email address) to raise a support ticket. We guarantee a reply within 4 working hours of the ticket being raised. Full resolution of the support request may take longer, depending on the nature of the request. We will keep you informed of estimated resolution time. If we cannot resolve the support request within the estimated time-frame we will notify you of progress to date and provide a revised estimate.
Should we fail to meet these guarantees the Customer will receive service credit of 1 days’ worth of the hosting fee for the primary related Service, per incident, up to a maximum of 10 days credit in any calendar year. Service credit shall be issued on receipt of a claim request via our ticketing interface or email from the Customer within 5 days of the incident.
The Customer has the right to terminate their service and receive a refund of any unused proportion of their hosting fee in the event of two or more separate incidents resulting in service credits being applied within one calendar month.
Service credits will not be given to customers whose accounts are in arrears or have not paid for part or all of the service they are requesting credit for.
In addition service credits shall not be provided to the Customer if the outage or service failure results from:
- Scheduled maintenance where more than 24 hours’ notice is given.
- Emergency maintenance where more than 1 hours’ notice is given.
- Circumstances beyond our reasonable control, including, but not limited to: DDoS or other network attacks, upstream or third party network outages.
- Force Majeure
- Any action or inaction by you or any third party.
- Breaching our Hosting Services Terms and Conditions or our Acceptable Use Policy.