Service Level Agreement
Last updated: 17 June 2026
This SLA applies to active Shared Hosting, Cloud Hosting and WordPress Hosting accounts in good standing.
1. Uptime Commitment
We target 99.9% network and server uptime, measured monthly, excluding scheduled maintenance and events outside our reasonable control.
2. Scheduled Maintenance
We may perform scheduled maintenance that temporarily affects service availability. Where possible, at least 24 hours' notice will be provided via email or a status notice in the client area. Scheduled maintenance is excluded from uptime calculations.
3. Exclusions
This SLA does not cover downtime caused by:
- Force majeure events (natural disasters, government action, widespread internet outages)
- Issues caused by your own scripts, applications, or misconfiguration
- DDoS attacks targeting your account, beyond standard protection measures
- Third-party services outside our infrastructure (e.g. external APIs, payment gateways)
- Suspension due to a violation of the Terms of Service or Acceptable Use Policy
4. Service Credit
If monthly uptime falls below 99.9% due to causes within our control, you may request a service credit equal to a prorated number of days added to your service, based on the duration of qualifying downtime. Claims must be submitted within 15 days of the incident via a billing ticket, including the dates and times of the outage.
5. Support Response Targets
- Live chat and ticket first response: within 1 hour for Priority queues, within 6 hours for Standard queues
- Critical server-down issues are prioritised over general queries
6. How to Claim
Submit a ticket from your client area with "SLA Claim" in the subject, including your domain/account name and the dates of the affected downtime. Claims are reviewed against our monitoring records.
