Service Level Agreement
We guarantee 99.9% uptime for all hosting plans. Here is exactly what that means, how we measure it, and what happens if we fall short.
99.9%
Monthly uptime guarantee
<44m
Maximum permitted downtime per month
UK Hours
Uptime monitoring -- every minute
Downtime is defined as any period during which your website returns a 5xx server error or is otherwise unreachable from external monitoring, lasting more than 5 consecutive minutes.
The following are excluded from downtime calculations:
Uptime is measured by automated external monitoring that checks your site every minute from multiple UK locations. We use this data to calculate monthly uptime as a percentage:
If we fail to meet the 99.9% uptime guarantee in any calendar month, you are entitled to a service credit applied to your next invoice:
| Monthly Uptime | Service Credit |
|---|---|
| 99.0% - 99.9% | 10% of monthly fee |
| 95.0% - 98.9% | 25% of monthly fee |
| Below 95.0% | 50% of monthly fee |
Credits must be claimed within 30 days of the incident. Credits are applied to future invoices and are not paid as cash refunds.
To claim an SLA credit, contact our support team within 30 days of the incident with your account details and the dates/times affected. We will verify against our monitoring records and apply the credit within 5 business days of confirmation.