Service Level Agreement

1. Scope

This Service Level Agreement applies to eligible paid hosting, streaming, VPS and dedicated services unless a specific plan, quote or contract says otherwise. It does not apply to free, charity, trial, beta, third-party, unmanaged customer software, customer-side DNS, domain registry, app store, payment gateway or external platform issues.

2. Availability target

We aim to provide reliable services and operate with a 99.9% monthly network availability target for eligible paid services unless the product page or written agreement states a different target. Uptime is measured from our monitoring and relates to the core hosted service, not every customer-side integration or third-party dependency.

3. Service credits

Where eligible monthly availability falls below the stated target due to an issue within our reasonable control, you may request a service credit. Credits are not automatic and must be requested by ticket within 7 days of the incident. Service credits are applied against future invoices and are the sole remedy for SLA downtime.

• ✓ 99.0% to 99.89% monthly availability: up to 5% credit of the affected monthly service fee
• ✓ 95.0% to 98.99% monthly availability: up to 10% credit of the affected monthly service fee
• ✓ Below 95.0% monthly availability: up to 25% credit of the affected monthly service fee

4. Exclusions

The SLA does not cover scheduled maintenance, emergency maintenance, customer actions, unpaid or suspended services, DNS propagation, domain registry issues, third-party outages, force majeure, DDoS or attack traffic, customer software faults, licensing issues, app store delays, payment provider downtime or issues caused by breach of our policies.

5. Maintenance

We may carry out scheduled or emergency maintenance to protect reliability, security and performance. Where practical, we will schedule disruptive maintenance at quieter times and provide notice for planned work. Emergency security or stability work may happen with little or no notice.

6. Support response targets

Support response times depend on the issue severity, service type and support route. We prioritise service-wide outages, security incidents and major access issues before general questions, custom requests and non-urgent changes.

• ✓ Priority 1: service-wide outage or major security issue — target first response as soon as reasonably possible
• ✓ Priority 2: account-level service fault — target first response within normal support workflow
• ✓ Priority 3: guidance, changes or project questions — handled in ticket order or by agreed project schedule

7. Requesting an SLA review

Open a support ticket with the affected domain, service name, approximate start/end time, evidence and the impact you experienced. We will review monitoring data and confirm whether a credit applies.