Service Level Agreement

This Service Level Agreement (SLA) forms part of our Terms of Service and applies to web hosting, managed WordPress hosting and reseller hosting. VPS and cloud compute services have their own VPS Hosting Service Level Agreement, because it works differently for infrastructure you control directly.

1. Our uptime commitment

1.1 We target 99.99% network availability each calendar month for web hosting, managed WordPress hosting and reseller hosting.

1.2 Availability is measured as the percentage of the month during which your hosting platform responded to external monitoring checks, excluding the exclusions in clause 3.

2. Service credits

2.1 Where availability falls below the target in clause 1.1 in a given calendar month, you can claim a service credit against your next invoice.

2.2 Credits are calculated as 5% of your monthly fee for every 30 minutes of qualifying downtime in that month, up to a maximum of 100% of your monthly fee for that service.

2.3 Credits are applied to future invoices. They are not paid as cash and cannot be exchanged for a refund.

2.4 To claim a credit, email hello@hostingme.co.uk within 7 days of the end of the affected calendar month, telling us the dates and times you believe the Services were unavailable. We will check this against our own monitoring and confirm the outcome within 5 working days.

2.5 Credits are forfeited where your account is overdue, suspended, or in breach of the Terms of Service or the Acceptable Use Policy for your product at the time of the outage.

3. What counts as downtime, and what does not

3.1 Downtime means your hosting platform is unreachable due to a fault on our infrastructure or that of our hosting partners.

3.2 The following do not count as downtime for the purposes of this SLA:

• scheduled maintenance, where we have given at least 48 hours’ notice
• emergency maintenance needed to address an immediate security risk
• unavailability caused by your own application, plugins, misconfiguration, or exceeding the resource limits in the Acceptable Use Policy for your product
• unavailability caused by a denial of service attack or similar malicious activity targeting your account, other than our response to it
• events outside our reasonable control under clause 12.6 of the Terms of Service
• DNS propagation delays, or issues with services outside our infrastructure, such as your domain registrar or email client

4. Support response targets

We aim to acknowledge support tickets within 1 working day and provide a first meaningful response within that time. These are targets, not service-credited commitments, and sit alongside the complaints process in clause 18.7 of our Terms of Service.

5. Relationship to other documents

This SLA does not create any liability beyond what is set out here and in clause 12 of the Terms of Service. It is not a warranty that the Services will be uninterrupted or error free.