Draft, needs legal review. This text is a working draft and not yet in force. Items in [brackets] are still to be decided.
Service level agreement
Our uptime commitment, what counts as downtime, and the credits you get when we fall short.
Last updated 11 October 2026
[To confirm every number on this page before it stops being a draft.]
Commitment
We aim for [99.9%] monthly uptime for the web server that hosts your account, measured from outside our network. Live status is on our status page.
What counts as downtime
Minutes when your hosting account's web server does not answer HTTP requests, for reasons within our control.
It does not include:
- planned maintenance announced at least [48 hours] ahead on the status page;
- problems caused by your own code, configuration, plugins or content;
- DNS for domains whose DNS is not hosted with us;
- events outside our reasonable control, such as upstream network failures or attacks we could not reasonably stop;
- suspension under the Terms or the Acceptable use policy.
Credits
| Monthly uptime | Credit on that month's fee |
|---|---|
| Below [99.9%] | [10%] |
| Below [99.5%] | [25%] |
| Below [99%] | [50%] |
Claiming a credit
Write to [email protected] within [30 days] of the end of the month, with the times you saw the problem. Credits go towards future invoices and are your sole remedy for downtime.