Service level agreement

The SLA we'll
actually honour.

Plain-English uptime commitment, response targets and credit math. This is the working draft — the final version is in legal review.

Uptime commitment

99.9% monthly · measured per service

We commit to 99.9% monthly uptime for shared hosting, reseller and VPS plans — and tbd-target for dedicated. Uptime is measured at the customer-facing endpoint (HTTPS on the bound domain), excluding scheduled maintenance windows announced at least 72 hours in advance.

Response targets

11-minute median · for everything

Median first reply targets, measured monthly:

  • Service down (P1)≤ 10 min
  • Severe degradation (P2)≤ 30 min
  • Standard ticket (P3)≤ 2 h business hours
  • Feature / how-to (P4)≤ next business day
Credit math

If we miss it, you get credit.

If a service's monthly uptime drops below 99.9%, you get the following credit on the next invoice, calculated automatically — no support ticket needed:

Uptime (monthly)Credit on next invoice
< 99.9%10% of monthly equivalent
< 99.0%25% of monthly equivalent
< 95.0%50% of monthly equivalent
< 90.0%100% of monthly equivalent

Credit caps and rollover behaviour: tbd. Refund eligibility (vs in-account credit): tbd.

What's excluded

Honest carve-outs.

  • • Scheduled maintenance windows announced at least 72 hours in advance.
  • • Outages caused by customer code, malware on your site, or hitting a plan resource cap.
  • • Force majeure events. Cable cuts. Region-wide BGP issues outside our autonomous system.
  • • DDoS attacks beyond tbd-gbps — we still defend, just no credit owed.

Legal & jurisdiction

tbd — governing law, dispute resolution forum, and arbitration terms to be finalised with counsel. Document version v0.1 · last revised tbd.

Reviewing for procurement? Talk to us — we can sign a custom MSA on enterprise plans.

Talk to legal