Service Availability (Uptime Guarantee)

We guarantee 99.9% service availability, measured on a monthly basis. Availability is defined as the ability to access hosted services over the public internet.

Like all hosting providers, we perform scheduled maintenance. We will provide at least two weeks’ notice of any planned downtime via email to your account’s primary contact and will also display the maintenance on our status page.

Support Availability

Our Support Team operates 24/7 for critical incidents. General support requests are handled during core support hours: Monday to Friday, 08:00–18:00 (UK time).

Customers can contact our support team using the following methods:

• Ticket System
• Email
• Phone

Incident Priority Levels

Incidents are classified into four severity levels based on their impact and urgency:

Incident Resolution Targets

Due to the varying complexity of incidents, resolution times cannot always be guaranteed. Instead, we provide best-effort resolution targets to guide expected response and progress.

Monitoring & Incident Response

Our infrastructure is continuously monitored to ensure the availability, performance, and security of hosted services. Automated monitoring systems actively check core services and generate alerts if potential issues or disruptions are detected.

When an incident is identified, our technical team is notified and will begin investigation and remediation as soon as possible. Critical incidents are prioritised and addressed immediately to restore normal service operation. Updates relating to ongoing incidents and service disruptions will be communicated via our status page where appropriate.

Maintenance Policy

Scheduled maintenance is typically performed between 23:00 and 04:00 (UK time) where possible. Customers will receive at least two weeks’ advance notice where maintenance may impact services.

Scheduled maintenance may occasionally affect service availability; however, we will notify customers in advance whenever this is expected.

Emergency maintenance may be carried out without prior notice where necessary to protect service stability or security. Any such maintenance will be reflected on our status page.

SLA Exclusions

The Service Level Agreement does not apply to service interruptions or performance issues resulting from circumstances outside of our reasonable control. These include, but are not limited to:

• Scheduled or emergency maintenance.

• Issues caused by customer configuration, software, or actions.

• Failures of third-party services, networks, or software not managed by us.

• Internet connectivity issues outside our infrastructure.

• Cyberattacks, including but not limited to DDoS attacks.

• Force majeure events such as natural disasters, power outages, or other events beyond our control.

Any downtime or service degradation resulting from the above circumstances will not be considered when calculating service availability under this SLA.

Customer Responsibilities

Customers are responsible for maintaining the security and proper configuration of their hosted services. This includes keeping login credentials secure, ensuring applications and software are kept up to date, and managing any content or configurations deployed within their hosting environment.

Customers must report service issues through the designated support channels and provide sufficient information to help our team investigate and resolve incidents efficiently. Failure to follow recommended security practices or misuse of the service may impact service availability and may fall outside the scope of this Service Level Agreement.