Service Level Agreement

The number, unpacked

The terms of service commit the network to a 99.9% uptime target with a pro-rated credit when a month falls short. A percentage on its own is unenforceable, so this document converts it into minutes, exclusions and money.

Over a 30-day month, 99.9% allows roughly 43 minutes of unavailability. Beyond that, where the cause is ours, a credit is due.

1. Measurement

Availability means a request for your site over HTTP or HTTPS, originating outside our network, receives a response. Measured per service, per calendar month, in whole minutes, against our monitoring.

Degraded is not unavailable. Slow responses are worth a ticket and we will investigate them, but this agreement settles only on requests that went unanswered.

2. Excluded from the count

• maintenance announced in advance and scheduled outside UK working hours;
• faults inside your own application, database, extensions or configuration, including a site exhausting its own plan;
• suspensions under the acceptable use policy or for unpaid invoices;
• upstream conditions: your connectivity, externally hosted DNS, registry outages, certificate authorities, third-party APIs;
• denial-of-service events and force majeure, for the period mitigation is actively running;
• diagnosis blocked because we could not obtain access held only by you.

3. Credit bands

Calculated against the monthly charge for the affected service, or one twelfth of an annual charge, and applied to the account balance.

• 99.0%–99.89% — 10% of the month's charge;
• 95.0%–98.99% — 25%;
• below 95.0% — 50%.

Capped at one month's charge for that service in any month. Credit is the sole remedy for unavailability under this agreement and is not paid in cash. Where a month has been poor enough that leaving is preferable to a credit, the refund policy is the alternative.

4. Claiming

Claims are not automatic — automatic crediting would mean paying out for application faults. Open a ticket within 30 days of the month closing, stating the service, the observed periods of unavailability, and any evidence you hold.

We reconcile against our monitoring and respond within five working days. Where the two records diverge, ours are shown to you rather than merely asserted.

5. Data is out of scope

Daily copies run as a convenience and do not replace your own. This agreement pays on availability alone; no credit arises for data loss, and our liability there is limited to restoring the most recent copy held. Anything irreplaceable belongs in a backup we do not operate.

6. Covered products

Shared, business, WordPress, WooCommerce and reseller plans, plus virtual and dedicated servers. Domain registration is excluded: resolution depends on the registry operating the extension. Third-party licences resold here carry only their vendor's own commitments.

7. Contracting entity

HostingAlly operates as a trading name of Fairdeal Renovations Limited, a company registered in England and Wales under Company No. 15026869. Registered office: The Workspace Basildon, 7 High Pavement, Basildon, England, SS14 1EA. Claims to info@hostingally.com.