Service Level Agreement

The commitment in figures

Clause 5 of the terms of service sets a 99.9% uptime target across the network, with a pro-rated credit whenever a month falls short. Here that percentage gets turned into something you can actually hold us to.

Across a 30-day month, 99.9% leaves room for roughly 43 minutes of unavailability. Past that point, where the fault is ours, a credit becomes payable to you.

1. What is measured

A request for the site over HTTP or HTTPS, sent from outside the network, that comes back with a response. We count it per service, per calendar month, in whole minutes, off our monitoring. Slowness is not an outage. Raise it on a ticket by all means, though nothing pays out under this page.

2. Excluded

• maintenance flagged well in advance and scheduled outside normal UK working hours;
• faults in an application, a database, an extension or the configuration on your account, a site that has burned through its own plan included;
• suspensions under the acceptable use policy, or for unpaid invoices;
• anything upstream of us: connectivity, DNS hosted elsewhere, registry outages, certificate authorities, third-party APIs;
• denial-of-service events, and force majeure, for as long as mitigation runs;
• time lost while we waited on access that only you were holding at the time.

3. Credit bands

Worked out against the monthly charge for the service in question, or a twelfth of an annual charge, then applied to your account.

• 99.0%–99.89% — 10%;
• 95.0%–98.99% — 25%;
• below 95.0% — 50%.

The cap is one full month's charge for that service. Credit is the entire remedy for unavailability, and no part of it ever comes back as cash. Should a month go badly enough that walking away beats a credit, the refund policy applies instead.

4. Resellers: what you may safely promise onward

Offer your own customers whatever service level suits your business; the weight of it rests on you, not on us. What we commit to runs as far as you and your plan. Any credit we issue gets worked out against the sum you pay us, never against the sum your customer pays you.

Promise 99.99% downstream while buying 99.9% from us and the difference comes out of your pocket. That mistake is common, and it costs money, so it is set down here instead of being left for you to discover.

5. Claiming

It is not automatic. Raise a ticket within 30 days of the month closing, naming the service, the periods you saw it down, and whatever evidence sits in your hands. We reconcile that against our monitoring and reply within five working days, putting our records in front of you wherever they differ from yours.

6. Data is outside this

Daily copies exist as a convenience and are no substitute for keeping your own. Nothing on this page pays out for lost data; the duty stops at restoring the most recent copy we hold.

7. Covered products

Shared, business, WordPress, WooCommerce and reseller plans, together with virtual and dedicated servers. Domains fall outside it, because resolution belongs to the registry. Third-party licences resold here carry nothing beyond their own vendor's commitments.

8. Contracting entity

Hosting Seller is a trading name of IGI Security Services Ltd, a company registered in England and Wales under Company No. 15881180. Registered office: 60 Tottenham Court Road, Suite 4944a, Fitzrovia, London, United Kingdom, W1T 2EW. Claims to info@hosting-seller.com.