VPS Service Level Agreement

1. Availability guarantee

We guarantee 99.99% network availability for VPS services in each calendar month, subject to the exclusions below.

The network is considered unavailable only when your server or its connectivity is completely inaccessible or severely degraded, and the fault is confirmed by us.

2. Exclusions

The availability guarantee does not apply to:

• upgrades, scheduled maintenance and emergency maintenance windows
• periods where your website or server is found to be degrading the performance, quality or operation of the network
• problems caused by your actions, including custom code or third-party software you install, wilful misconduct, or breaches of our Terms and Conditions or Acceptable Use Policy
• periods you report where no fault is observed or confirmed by us
• performance degradation or loss of service caused by denial-of-service or other unlawful attacks

3. Hardware replacement

If server hardware fails and cannot be repaired, replacement hardware will be made available within four hours of the problem being diagnosed.

4. Service credits

If availability falls below the guarantee in a calendar month, we will credit your account with 12 hours of service for each hour the service was unavailable, up to a maximum of 50% of that month’s fee for the affected VPS.

Service credits are applied to future invoices and cannot be exchanged for cash. They are your sole remedy for failure to meet this availability guarantee.

5. How to claim

To claim a service credit, raise a support ticket from your control panel within 7 working days of the incident, including the affected server and the approximate time of the outage.

6. Your responsibilities

VPS services are self-managed unless agreed otherwise. We manage the hardware, network and data centre; you are responsible for the operating system, software, security updates and your own backups on the server.