Service Level Agreement (SLA)

This SLA outlines our commitments regarding hosting, email, and support services:

• Uptime Guarantee: We aim to provide 99.9% uptime for all hosted websites and email services.
• Support Response Times:
  • Critical issues (e.g., website down): response within 4 business hours
  • Non-critical issues: response within 1 business day
• Maintenance:
  • We may occasionally need to perform scheduled maintenance on your website or hosting environment.
  • Planned maintenance initiated by us will be communicated at least 24 hours in advance.
  • We are not responsible for downtime caused by third-party providers (e.g., server infrastructure, data centre providers, or domain registrars) conducting their own maintenance or encountering outages.
• Backups: Weekly website backups are conducted on all hosted sites.

Our business support hours are Monday to Friday, 9:00 AM – 5:00 PM (excluding bank holidays).