Service Level Agreement

Service Level Agreement (SLA)

This agreement defines the service performance commitments we make to our customers, including uptime targets, support response times and service credit eligibility.

Last updated: 22 April 2026.

Uptime Guarantee

  • Target: We aim for 99.9% uptime in any calendar month.
  • Maintenance: Scheduled maintenance, usually between 12 AM and 5 AM GMT, is excluded from uptime calculations.
  • Notice: We will aim to provide at least 24 hours' notice for planned downtime wherever practicable.

Support Response Times

We distinguish between critical outages and standard support requests to ensure priority handling where it matters most.

  • Critical (Site Down): We aim to respond within 4 hours during business hours.
  • Standard (General Queries): We aim to respond within 24 hours.

Service Credits

If uptime falls below the guaranteed threshold, customers may request a service credit. The credit is applied as follows:

  • Uptime below 99.5% may be eligible for a pro-rata credit of the monthly hosting fee.
  • Credits are not refunds and are capped at 50% of the monthly hosting cost.
  • Credits must be requested within 30 days of the relevant downtime period.

Exclusions and Scope

The SLA applies only to the hosting environment and platform availability. It does not cover:

  • Third-party services, extensions or external integrations.
  • Issues caused by customer-supplied content, scripts or plugins.
  • Customer configuration changes or custom development work.

Backups and Recovery

  • We provide backup services where included in your hosting plan. Customers remain responsible for maintaining their own independent backups.
  • Backup retention is subject to your plan and may not be available indefinitely. Restore requests outside the retention window are subject to availability and may not be possible.
  • Recovery assistance may be charged when data loss is caused by customer action, third-party extensions or unsupported systems.
  • Service credits do not apply to recovery work, backup restoration, or data restoration efforts.

Reporting an Incident

To request a service credit or report an outage, contact us with full details of the affected service, the date and time of the incident, and any relevant error messages.