Service Level Agreement

We aim for at least 99.9% network and server uptime each calendar month on shared, reseller, VPS and dedicated services.

What counts as downtime

Time when your website or server cannot be reached because of a problem on our side: server hardware, our network or the data centre. It does not include:

• Maintenance announced at least 24 hours in advance on our network status page.
• Problems caused by your own code, plugins, settings or traffic spikes.
• Attacks on your site, or suspension for unpaid invoices or policy breaches.
• DNS changes still spreading across the internet, or problems with your own internet connection.

Credits

Monthly uptime	Credit on that service's monthly fee
99.0% to 99.9%	10%
95.0% to 99.0%	25%
below 95.0%	50%

Ask for the credit by ticket within 7 days of the end of the month, including the times you noticed the problem. Credits are added to your account balance and cannot be exchanged for cash. The total credit for a month cannot exceed 50% of that service's monthly fee.