Uptime Promise & SLA

1. Our uptime commitment

We commit to keeping your Services available at least 99.95% of the time in each calendar month, measured at the network edge. If we fall short, you may be entitled to service credits as set out below.

This Service Level Agreement (“SLA”) forms part of our Terms of Service and applies to eligible paid hosting plans.

2. How we measure uptime

“Availability” is the percentage of minutes in a calendar month during which your Service is reachable on our network, excluding the exclusions below. “Downtime” is any period your Service is unreachable due to a fault within our reasonable control.

Availability is calculated as: (total minutes in month − eligible downtime minutes) ÷ total minutes in month × 100.

3. Service credits

If monthly Availability falls below 99.95%, you may claim a credit against a future invoice for the affected Service:

• 99.0% - 99.95%: 10% credit of that month's fee
• 95.0% - 98.99%: 25% credit of that month's fee
• Below 95.0%: 50% credit of that month's fee

Credits are your sole and exclusive remedy for any failure to meet the uptime commitment.

4. Exclusions

The uptime commitment does not apply to downtime caused by:

• Scheduled or emergency maintenance for which we gave reasonable notice
• Factors outside our reasonable control, including force majeure and upstream provider failures
• Denial-of-service attacks beyond the capacity of our standard protection
• Your own applications, code, configuration, or third-party software
• Suspension or termination in accordance with our Terms or Acceptable Use Policy

5. How to claim a credit

To request a credit, contact our support team within 30 days of the end of the affected month, including the dates and times of the downtime and the affected Service. We will review our monitoring records and apply any valid credit to a future invoice.

6. Limitations

Credits cannot exceed the monthly fee for the affected Service, are not redeemable for cash, and do not apply to domains, licences or one-off fees. This SLA applies only while your account is in good standing.