Service Level Agreement

Last updated: 1 January 2026

Our Uptime Guarantee

We guarantee 99.9% monthly network and hosting platform uptime across all shared, WordPress, VPS and cloud plans. Dedicated servers carry the same 99.9% guarantee at the network level, with hardware failures handled under separate hardware replacement terms.

Service Credits

If we fail to meet the 99.9% guarantee in a calendar month, you're entitled to a service credit applied to your next invoice:

• Below 99.9% uptime — 5% of that month's fees credited.
• Below 99.0% uptime — 15% of that month's fees credited.
• Below 95.0% uptime — 30% of that month's fees credited.

To claim a credit, submit a request through your client area within 30 days of the incident. We track uptime independently and will confirm the outage against our own monitoring records.

Exclusions

This guarantee does not cover downtime caused by: scheduled maintenance announced at least 48 hours in advance, issues with your application code or configuration, DNS propagation delays outside our control, or force majeure events.

Support Response Times

Target first-response times by ticket priority:

• Critical (service down) — 15 minutes, 24/7.
• High (major functionality impaired) — 1 hour, 24/7.
• Normal (general questions) — 4 business hours.

Scheduled Maintenance

Maintenance windows are scheduled outside peak hours where possible and announced via email and our status page at least 48 hours in advance, except for emergency security patches, which may require shorter notice.

How to Claim a Credit

Open a support ticket titled "SLA Credit Request" including the affected service and approximate downtime window. Our team verifies the claim against monitoring data and applies any owed credit within one billing cycle.