Service level agreement
A clear explanation of service targets and the conditions that apply to them.
Availability measurement
Where a commitment applies, availability is measured monthly for the covered hosting platform using our monitoring records. It does not mean every website, application, DNS provider, third-party integration or internet route will always be available.
Exclusions
Availability calculations may exclude scheduled or emergency maintenance; customer configuration, code, content or excessive usage; third-party and upstream events outside reasonable control; attacks or abuse; domain or DNS issues not controlled by us; suspensions permitted by the agreement; and events of force majeure.
Service credits
Any credit, claim window, calculation and eligibility requirement is the one stated in the applicable order or service schedule. Credits are not automatic and, unless mandatory law says otherwise, are the contractual remedy for a missed availability commitment.
Support targets
We prioritise reports according to impact and severity. Initial-response and resolution times are targets unless expressly guaranteed in the order; complex issues, customer dependencies and third-party action may affect resolution. Infrastructure monitoring may operate outside published contact hours.
Maintenance
Planned work is scheduled to minimise disruption where practical. Emergency maintenance may be carried out without advance notice when needed to protect security, integrity or availability.
Backups and restoration
Where backups are included, their frequency, retention and restoration options are those stated in the purchased plan. Backups are a recovery aid and may not capture every change. Customers must keep independent copies appropriate to the importance of their data.
Making a claim
Contact us promptly through the account support route and provide the affected service, incident time and relevant evidence. Claims must meet the timing and other requirements in the applicable order or service schedule.