Service Level Agreement

1. Availability target

We aim for each web hosting, VPS and custom server service to be available 99.9% of the time in each calendar month.

2. How availability is measured

A service is available when it is powered on and reachable from our network. Downtime is the time during which a service is unavailable because of a fault in our network, power or host hardware, as confirmed by our monitoring or support team.

3. What does not count as downtime

• Planned maintenance that we announced in advance.
• Problems caused by your own software, configuration or actions, or by anyone you gave access to.
• Attacks aimed at your service, such as denial-of-service attacks.
• Suspension for non-payment, expiry, or a breach of the Terms of Service or the Acceptable Use Policy.
• Events outside our reasonable control, including failures of external networks.

4. Maintenance

We announce planned maintenance in advance by email or in your account whenever possible. Emergency maintenance needed to protect the platform may happen without notice.

5. Service credits

If availability in a calendar month falls below the target, you can request a service credit equal to the fee for the time the service was unavailable beyond the target, up to a maximum of one month’s fee for that service. Credits are added to your account and used against future orders. They are not paid out in cash.

6. How to claim

Open a billing ticket or email [Support email] within 7 days of the end of the month concerned, with the service ID and the times of the downtime.

7. Short-term rentals

For fixed-day rentals, confirmed downtime is compensated by adding the lost time to the rental instead of a credit.