Service Level Agreement

The number, unpacked

The terms of service commit the network to a 99.9% uptime target, with a pro-rated credit whenever a month comes up short. On its own a percentage cannot be enforced, so this page turns it into minutes, exclusions and actual money.

Across a 30-day month, 99.9% leaves room for roughly 43 minutes of unavailability. Past that point, and where the fault is ours, a credit properly falls due.

1. Measurement

Available means this: a request for your site over HTTP or HTTPS, coming from outside our network, gets a response back. We measure per service, per calendar month, in whole minutes, against our own monitoring.

Degraded and unavailable are different things. A slow response deserves a ticket and we will look into it, but what this agreement pays out on is requests that got no answer.

2. Excluded from the count

• maintenance flagged up beforehand and timed to fall outside UK working hours;
• faults living in your own application, your database, your extensions or your configuration, a site burning through its plan included;
• suspensions under the acceptable use policy or for unpaid invoices;
• conditions upstream of us: your connectivity, DNS hosted elsewhere, registry outages, certificate authorities, third-party APIs;
• denial-of-service events and force majeure, across whatever period the mitigation is actively running;
• diagnosis stalled because the access that only you hold never reached us.

3. Credit bands

We calculate against the monthly charge for whichever service was affected, or one twelfth of an annual charge, then apply the result to your account balance.

• 99.0%–99.89%: a credit of 10% of that month's charge;
• 95.0%–98.99% — 25%;
• below 95.0% — 50%.

The cap is one month's charge for that service, in any given month. Under this agreement a credit is the only remedy for unavailability, and it never comes back to you as cash. Where a month has been bad enough that walking away beats taking a credit, the refund policy is the alternative.

4. Claiming

Nothing gets credited automatically, because crediting automatically would mean paying out for application faults. Raise a ticket within 30 days of the month ending, naming the service, the periods of unavailability you observed, and whatever evidence you happen to hold.

Your figures get reconciled against our monitoring, and you hear back within five working days. Where the two records disagree, we show you ours instead of simply asserting them.

5. Data falls outside scope

Daily copies exist as a convenience, and they are no substitute for backups of your own. This agreement pays on availability and nothing else: data loss earns no credit, and our liability there stops at restoring the most recent copy we hold. Anything irreplaceable belongs in a backup that we do not run.

6. Covered products

Covered: shared, business, WordPress, WooCommerce and reseller plans, along with virtual and dedicated servers. Domain registration sits outside, because resolution rests with whichever registry runs the extension. Third-party licences resold here carry nothing beyond their own vendor's commitments.

7. Contracting entity

HostingAlly carries on 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.