Service Level Agreement
Version 1.0.0 - Last updated 11th October. Replaces all prior versions.
Definitions
In this agreement:
Business Days means Monday to Friday, excluding public holidays in England and Wales.
Month means any calendar month period.
Service Credits means the credits which become due to you where the Service Levels are not achieved as set out in this agreement.
Service Levels means the service levels set out in this agreement, including the Uptime Service Level and Support Response Times.
Uptime Service Level means 99.99% network availability measured over any calendar month.
Service Delivery Failure means any failure to meet the Uptime Service Level or guaranteed Support Response Times as defined in this agreement.
Managed Service means any of our Managed Hosting products including Managed WordPress Hosting, Business Hosting, Managed VPS and Managed Dedicated Servers.
Hosting Fee means for monthly subscriptions, the standard monthly hosting fee excluding VAT and add-ons; for annual subscriptions, one twelfth of the annual hosting fee excluding VAT and add-ons.
Support Fee means the monthly fee for your support plan, calculated using the same methodology as the Hosting Fee.
Maximum Credit means the maximum Service Credit allowable in any given month is limited to 100% of the combined Hosting Fee and Support Fee payable for the month in which the failure occurred.
All dates and times referenced in this agreement are in United Kingdom local time (GMT or BST as applicable).
Uptime Guarantee
We shall use commercially reasonable efforts to make our servers available 24 hours a day, seven days a week for 99.99% network availability measured over any calendar month. We shall provide the Services so as to meet or exceed this Uptime Service Level.
The Uptime Guarantee is only applicable to Managed Services, including Managed WordPress Hosting, Business Hosting, Managed VPS and Managed Dedicated Servers. This guarantee does not apply to Website Hosting, Reseller Hosting, or any other services.
What Counts as Downtime
The servers shall be considered unavailable only during periods when the servers and/or connectivity is either completely inaccessible or is severely degraded such that operations cannot be performed.
Exclusions from Downtime
The servers shall not be considered as unavailable during:
- Scheduled maintenance with reasonable advance notice
- Customer-caused outages or disruptions
- Outages attributable in whole or in part to a cause outside our reasonable control
- Service suspension due to non-payment or breach of Terms of Service
- Service suspension due to abuse or suspected abuse of the platform
- Software defects or misconfiguration within your systems, including network configuration errors, crashes, and out of memory (OOM) events
- Denial of service attacks or other unlawful attacks generated inside or executed against your network
- Capacity upgrades requested by you that result in downtime
- Force majeure events
Service Levels apply to individual servers or services and may not be aggregated across your account.
Support Levels
Website & Reseller Hosting
Technical Support - included with all plans, including Website Hosting and Reseller Hosting
- Available: Monday-Friday, 9 AM - 6 PM
- Response Time: Same business day (best effort)
- Channels: Ticket system, knowledge base
What's Included
- Account and billing questions
- Technical guidance
- Assistance with control panel usage
Managed Services
Hands-On Support - included with all Managed Services
- Available: Monday-Friday, 8 AM - 8 PM
- Response Time: Same business day, priority
- Channels: Priority ticket system, live chat, knowledge base
What's Included
All Technical Support services, plus Hands-On Support with:
- Software installation and configuration
- Security updates and patch management
- Performance monitoring and optimisation assistance where requested
- WordPress updates (plugins, themes, core)
- Malware scanning and cleanup to a reasonable degree
- Email and DNS assistance
What's Not Included
- Custom application development
- Third-party software debugging beyond basic configuration
- Data recovery from client errors or deletions
- Website design or content creation
- SEO or marketing consultation
- Compliance audits, paperwork, or legal advice
Incident Response
When our monitoring systems detect an outage or critical issue, our technical team is automatically alerted and we will endeavour to contact you within 60 minutes if the incident is still ongoing at that time. This is a best-effort commitment, not a guaranteed SLA. For guaranteed incident response times, see our Managed Support SLA add-on below.
Guaranteed Support Plans
We shall prioritise all Support Requests based on our reasonable assessment of the severity level of the problem reported and respond to all Support Requests in accordance with the response times specified below.
Managed Support SLA
Managed Support SLA with guaranteed response times is available as an optional add-on for £50 + VAT per month.
This add-on includes guaranteed response times with 24/7 monitoring for any hosting product.
| Triage/Severity | Definition | Response Time | Updates |
|---|---|---|---|
| Critical | Business operations materially impacted (server offline, service inaccessible, security breach) | 60 minutes | Every 2 hours |
| Urgent | Significant functionality impaired (major performance issues, important features down) | 4 hours | Every 8 hours |
| Normal | Standard issues and minor errors (configuration questions, minor bugs) | 24 hours | Resolution in 3 business days |
Response times measured from when a technical support ticket is created by you or when infrastructure monitors alert our engineers, whichever comes first.
Includes 24/7 proactive monitoring and alerting, priority ticket queue, monthly uptime and incident reports.
We shall work on Critical problems and exercise commercially reasonable efforts until full restoration of service. For Urgent and Normal issues, we shall exercise commercially reasonable efforts until resolution.
Enterprise Support
Fully customisable support agreements tailored to your specific business requirements, including custom response times, 24/7 guaranteed coverage, dedicated technical account manager, dedicated Slack channels, emergency hotlines.
Please contact us to discuss your requirements.
Service Credits
Uptime Credits
If availability falls below the Uptime Service Level in a given calendar month, we shall provide Service Credits at a rate of 5% of the Hosting Fee for every 60 minutes of downtime evidenced by you.
Support Response Credits
If we fail to achieve a relevant Support Response Time, we shall provide Service Credits as follows:
| Plan | Failure Type | Credit |
|---|---|---|
| Managed Support SLA | Critical response failure | 5% of Support Fee per incident |
| Managed Support SLA | Urgent/Normal response failure | 5% of Support Fee per incident |
| Enterprise Support | As defined in your Enterprise Support Agreement | Custom |
Claiming Service Credits
To claim a Service Credit, you must contact our helpdesk by email setting out:
- The suspected period of outage or response failure
- Ticket numbers and evidence of the failure
- Any relevant supporting documentation
Claims must be submitted within 30 days of the end of the month in which the failure occurred.
Following receipt of your claim, we will prepare a report showing our performance against the Service Levels in the given period.
Service Credits shall be:
- Calculated by us based on our monitoring systems and support ticket timestamps
- Placed on account without expiry for use against future service invoices
- Applied as a credit to your first invoice after the credit has been approved by us
- Deducted from successive future invoices until fully utilised
- Not redeemable for cash, not transferable, and have no cash value
We shall not in any circumstances be obliged to pay any money or make any refund to you directly.
Service Credit Exclusions
Credits may not be issued if:
- Your account is past due, suspended, or pending suspension
- You are in breach of our Terms of Service or Acceptable Use Policy
- The failure arose from circumstances beyond our reasonable control
- Any fault period during which service is suspended under provision in our Terms of Service
We shall not charge you for any work carried out by us in connection with remedying a Service Level default.
Other Important Terms
Service Credits as Remedy
You acknowledge and agree that:
- The terms of this agreement relating to Service Credits do not operate by way of penalty and constitute a genuine attempt to pre-estimate loss
- You have a legitimate interest in ensuring that you can recover losses suffered as a result of our failure to meet the relevant Service Level
- The Service Credits set out in this agreement are not out of all proportion to such interest
- The Service Credits set out in this agreement are your sole remedy against us for any non-availability of the Services or failure to meet Support Response Times under this SLA
- The provision of a Service Credit shall be the exclusive remedy for a particular Service Delivery Failure under this SLA
- The payment of Service Credits is without prejudice to any other remedy available to you under the main Terms of Service, common law, or in equity
- Any Service Credits that are deducted are not to be taken into account for the purposes of the limitation of liability provisions set out in our main Terms of Service
Relief from Liability
We shall be relieved of our liability in respect of any failure to provide the Services to the Service Levels if, and to the extent that, such failure is attributable to any of the exclusions set out in the Uptime Guarantee section of this agreement.
Force Majeure
Neither party will be obliged to carry out any obligation under this agreement where performance of such obligation is prevented by the occurrence of a Force Majeure Event as described in our main Terms of Service.
Modifications
Service Levels may be added, deleted, or modified by the parties at any time during the term by the written consent of both parties. We reserve the right to modify this SLA with 30 days advance notice.
Measurements and Governing Law
SLA measurements are based on our monitoring systems and support ticket timestamps. This agreement is governed by the laws of England and Wales.