Service Level Agreement

The commitment in figures

Clause 5 of the terms of service puts the network at a 99.9% uptime target with a pro-rated credit when a month misses. This document turns that percentage into something enforceable.

Over a 30-day month, 99.9% permits roughly 43 minutes of unavailability. Beyond that, where the cause is ours, a credit is owed.

1. What is measured

A request for the site over HTTP or HTTPS, made from outside our network, receiving a response. Counted per service, per calendar month, in whole minutes, from our monitoring. A slow response is not an outage; raise it as a ticket, but it does not pay out here.

2. Excluded

• maintenance announced ahead of time and scheduled outside UK working hours;
• faults in an application, database, extension or configuration on the account — including a site that exhausted its own plan;
• suspensions under the acceptable use policy, or for unpaid invoices;
• anything upstream: connectivity, externally hosted DNS, registry outages, certificate authorities, third-party APIs;
• denial-of-service events and force majeure while mitigation is running;
• time lost because access held only by you could not be obtained.

3. Credit bands

Against the monthly charge for the affected service, or a twelfth of an annual charge, applied to the account.

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

Capped at one month's charge for that service. Credit is the whole remedy for unavailability and is never paid in cash. Where a month has been bad enough that leaving beats a credit, the refund policy applies instead.

4. Resellers: what you can promise onward

You are free to offer your own customers whatever service level you choose, but you carry it yourself. Our commitment runs to you, on your plan, and a credit we issue is calculated against what you pay us — not against what your customer pays you.

Promising 99.99% downstream while buying 99.9% here is a gap you fund. It is a common and expensive mistake, which is why it is written down rather than left to be discovered.

5. Claiming

Not automatic. Open a ticket within 30 days of the month closing, giving the service, the periods observed down, and any evidence you hold. We reconcile against our monitoring and answer within five working days, showing our records where they differ from yours.

6. Data is outside this

Daily copies run as a convenience and do not replace your own. Nothing here pays out for data loss; our duty stops at restoring the most recent copy held.

7. Covered products

Shared, business, WordPress, WooCommerce and reseller plans, plus virtual and dedicated servers. Domains are excluded — resolution belongs to the registry. Third-party licences resold here carry only their 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.