1Scope
This Service Level Agreement ("SLA") applies to dedicated servers (Budget, Enterprise and Instant), Mac mini servers, cloud VPS, virtual dedicated servers and web hosting. It forms part of our Terms of Service.
2Network uptime guarantee
We guarantee 99.99% network availability in each calendar month. That allows about 4 minutes of downtime per month.
Downtime means your service cannot be reached from the internet because of a failure in our network, power or data center infrastructure, as confirmed by our monitoring.
3Hardware replacement
If a hardware component in your server fails, such as a disk, memory module or power supply, we replace it free of charge. We start work as soon as the fault is confirmed and aim to finish within 4 hours. Time spent replacing hardware does not count as network downtime.
4Support response
Our support team is available 24x7x365. We aim to respond to every ticket within 1 hour.
5Service credits
If monthly network availability falls below 99.99%, you can claim a credit on the monthly fee of the affected service:
| Monthly network availability | Service credit |
|---|---|
| Below 99.99% and at least 99.9% | 5% |
| Below 99.9% and at least 99.5% | 10% |
| Below 99.5% and at least 99.0% | 25% |
| Below 99.0% | 50% |
Credits are capped at 50% of the monthly fee for the affected service.
6Exclusions
The following do not count as downtime:
- Scheduled maintenance announced at least 24 hours in advance, and urgent security maintenance
- Problems caused by your own software, configuration or actions
- Failures of the operating system or applications on your server
- DDoS attacks aimed at your service, including traffic filtering or null routing used to protect the network
- Suspension for non-payment or for breaking our Acceptable Use Policy
- Problems on networks outside our control
- Events beyond our reasonable control
7How to claim
Open a support ticket within 7 days of the incident, with the service name and the date and time the problem started and ended. Approved credits are applied to your next invoice.
- Your account must be in good standing to receive credits.
- Credits have no cash value and cannot be transferred.
- Service credits are your sole remedy for downtime.
8Changes to this SLA
We may update this SLA from time to time. The current version is always on this page with its last-updated date.