Service Level Agreement

This Service Level Agreement ("SLA") applies to paying customers in good standing and forms part of our Terms of Service.

1. Uptime commitment

Service	Monthly uptime target
Shared, WordPress and reseller hosting	99.9%
VPS (host node and network availability)	99.9%
Dedicated servers (network availability)	99.9%
Network and power at our data centres	99.99%

Uptime is measured per calendar month as the percentage of minutes in which the service responded to our monitoring from at least two independent locations.

2. Service credits

If we miss the target for a service in a calendar month, you may claim a credit against that service's next invoice:

Monthly uptime	Credit
99.0% – 99.89%	10% of the monthly fee
95.0% – 98.99%	25% of the monthly fee
Below 95.0%	50% of the monthly fee

Credits are the sole and exclusive remedy for missed uptime, are applied to future invoices (never paid in cash), and are capped at 100% of the monthly fee for the affected service.

3. Claiming a credit

Open a ticket within 14 days of the end of the affected month, quoting the service, the dates and times of the outage and any evidence you have (monitoring reports, traceroutes). We verify against our own monitoring and apply verified credits to the next invoice.

4. Exclusions

The commitment does not cover downtime caused by: scheduled maintenance announced at least 48 hours in advance (kept to a maximum of 4 hours per month, scheduled in low-traffic windows); emergency security maintenance; your own application, code, database, plugins or configuration; exhausting the resources of your plan; suspension for non-payment or an AUP breach; denial-of-service or other attacks against your service; problems at domain registries, third-party DNS, or your own network or device; or force majeure.

5. Support response targets

Priority	First response target
Critical — service down	30 minutes
High — major function impaired	2 hours
Normal — general issue or question	8 hours
Low — request or feedback	1 business day

Targets are measured from the time a ticket is opened in the client portal, 24 hours a day.

6. Data and backups

We take routine backups of shared hosting platforms for our own disaster recovery. Restores can usually be provided on request, but backups are a courtesy and not covered by this SLA — keep your own copies of anything you cannot lose.

7. Changes

We may update this SLA; changes take effect at your next renewal.