Service Level Agreement

1. Uptime commitment

We target an availability of 99.9% for managed hosting services, measured monthly. "Available" means the server or platform is reachable over the network and responding to standard requests.

Uptime is measured against the calendar month and excludes scheduled maintenance and the exclusions in section 3.

2. Support and response times

We monitor managed infrastructure around the clock. Support is available as follows, measured from when you report an issue through the agreed channel:

• Critical (service down or data at risk): first response within 1 hour, 24/7.
• High (service degraded): first response within 4 hours during support hours.
• Normal (general questions): first response within 1 business day.
• Low (minor cosmetic or advisory): best-effort, within 2 business days.

Response times are targets; resolution times depend on the nature of the issue and are governed by a mutually agreed support arrangement where one exists.

3. Exclusions

The uptime and response commitments do not apply where an outage or delay is caused by:

• Scheduled maintenance, announced in advance.
• Events outside our reasonable control, including natural disasters, war, terrorism, general internet or power failure, or actions of a third-party network or provider.
• Actions or omissions of the client, including failure to provide access, faulty client hardware or applications, or misuse of the service.
• Work requested by the client during an incident.
• Anything excluded in the specific order form or hosting plan.

4. Scheduled maintenance

We carry out maintenance on infrastructure from time to time, including security patching and hardware replacement. Where we can, we schedule this during off-peak hours and give you advance notice. Maintenance windows are excluded from the uptime measurement.

5. Service credits

If availability in a calendar month falls below the 99.9% commitment for reasons within our control, you may claim a service credit of 5% of the monthly fee for that affected service for each full percentage point of shortfall, up to a maximum of 100% of the monthly fee.

Credits are applied to a future invoice and do not create a refund entitlement or reduce the other remedies available under the Terms of Service.

6. Backups

Backup and recovery commitments are set out in the backup or managed-service plan you choose. Where we run backups for you, we restore from the most recent valid backup and do not guarantee recovery of data created after the last successful backup.

Routine recovery testing is performed on a schedule agreed with you, and the results, including any failures, are reported to you.

7. Client responsibilities

You are responsible for keeping your access credentials secure, for any client-managed application or configuration, and for reporting incidents promptly. We cannot be responsible for incidents caused by client-side changes or by third-party services you integrate.

8. Review and changes

This SLA is reviewed as the service develops. Material changes to the commitments are notified in advance and, where they reduce your entitlements, take effect at the next renewal of the relevant service.