VPS Hosting Service Level Agreement

This Service Level Agreement (SLA) forms part of our VPS Hosting Terms of Service and applies to VPS and cloud compute services. It works differently from our Service Level Agreement for web hosting, managed WordPress and reseller hosting, because it is measured per server rather than across a shared platform.

1. Our uptime commitment

1.1 We guarantee 99.99% availability each calendar month for each individual VPS or cloud compute instance, measured against the platform hosting it: power, network, hypervisor and hardware.

1.2 This guarantee is per instance. If you run multiple servers, each is assessed separately against its own 99.99% target.

2. Service credits

2.1 Where an instance falls below the target in clause 1.1 in a given calendar month, you can claim a service credit equal to 100% of the fee for that instance for the period it was unavailable, applied at the instance’s hourly rate.

2.2 The maximum credit in any calendar month is 100% of the fees paid for that instance in that month.

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 one month of the end of the affected billing cycle, with the dates and times you believe the instance was 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 VPS Hosting Acceptable Use Policy at the time of the outage.

3. What counts as downtime, and what does not

3.1 Downtime means your instance is unreachable due to a fault in the underlying platform: power, network, hypervisor, or hardware.

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 to the platform
• anything caused by your own operating system, software, configuration, or resource usage inside your instance
• unavailability caused by a denial of service attack targeting your instance, including brief periods where we route affected traffic away from our network to protect it and other customers, provided we do so proportionately
• events outside our reasonable control under clause 12.6 of the general Terms of Service
• time during which your instance is suspended under the VPS Hosting Acceptable Use Policy

4. DDoS protection

Network-level DDoS mitigation is included on every instance at no extra cost, and is designed to absorb attacks well beyond typical volumetric thresholds without any action needed from you. Mitigation activity itself does not count as downtime under clause 3.2.

5. Backups are not covered by this SLA

This SLA covers platform availability only. It does not cover the availability, integrity or restorability of snapshots or backups, which are addressed in clause 4 of our VPS Hosting Terms of Service.

6. Relationship to other documents

This SLA does not create any liability beyond what is set out here and in clause 7 of the VPS Hosting Terms of Service. It is not a warranty that the Services will be uninterrupted or error free.