Service Level Agreement

Last updated: 27 July 2026

This Service Level Agreement forms part of our Terms of Service and applies to hosting, server and email services we operate. Services delivered inside a third-party cloud account are covered by that provider's own service levels; where we manage such an account, the response targets in section 8 apply to our work on it.

1. Availability commitment

We aim to make the Services available 99.9% of the time in each calendar month, excluding the circumstances in section 3.

99.9% permits approximately 43 minutes of unplanned downtime per 30-day month.

2. How availability is measured

Availability is measured per Service, per calendar month, solely by our own monitoring, as the percentage of time the Service responds correctly to automated external checks. Third-party monitoring, traceroutes and anecdotal reports are not determinative. Downtime begins when a failure is first confirmed by our monitoring or by a support ticket you raise, and ends when service is restored.

Brief failures resolving within five minutes are not counted, since they fall within normal monitoring intervals and retry behaviour.

3. Exclusions

The commitment does not cover downtime arising from:

• Scheduled maintenance announced at least 48 hours in advance
• Emergency security patching, which we will notify you of as soon as practicable
• Faults in your own code, applications, plugins or configuration
• Exceeding agreed resource limits
• Suspension for non-payment or breach of the Acceptable Use Policy
• Failures in DNS you control, or domains that have expired
• Third-party services outside our control, including Microsoft 365, cloud providers and domain registries
• Denial-of-service attacks directed at your service, beyond mitigation reasonably available to us
• Force majeure, including natural disaster, war, and utility or upstream network failure
• Suspension or termination under the Terms of Service or Acceptable Use Policy
• Periods during which your account is in arrears
• Faults we cannot reproduce, or which you do not report within 72 hours of occurrence
• Beta, trial or no-charge services

Availability commitments apply only to Services we operate. Services delivered inside third-party cloud accounts are governed by that provider's own service levels, and we give no commitment in respect of them.

4. Maintenance

Routine maintenance is performed within a published window and announced at least 48 hours ahead by email and in the client area. We schedule it for periods of low usage and keep it as short as possible.

5. Service credits

If we miss the commitment in a calendar month, you may claim a credit against the affected service:

Credits are calculated on the recurring monthly fee for the affected Service only, excluding one-off work, third-party charges and taxes. They are applied to your account against future invoices, are capped at 100% of that month's fee for that Service, have no cash value, are not transferable, and are not refundable on cancellation. A maximum of one claim may be made per Service per calendar month.

Service credits are your sole and exclusive remedy for any failure to meet the availability commitment, and are in place of any other claim for damages, loss or breach arising from unavailability of the Services.

6. Claiming a credit

Submit a claim by ticket from the client area within 30 days of the end of the affected month, including the dates and times of the outage and any supporting evidence. We will respond within 10 business days.

Your account must be in good standing, with no overdue invoices, for a credit to be issued.

7. Backups

We take nightly backups to separate off-server storage and periodically verify that they restore. This is a disaster-recovery measure for our infrastructure. It is not a substitute for your own backups, and no specific recovery point or recovery time is guaranteed under this agreement.

8. Support response

These are targets for a first substantive response, not resolution times.