Service Level Agreement

Last updated: 25 October 2026

About this agreement

This Service Level Agreement (SLA) describes the service levels I aim to provide for the hosting plans shown on the Pricing page. It forms part of the Terms of Service. If they conflict, the Terms of Service apply.

My hosting runs on a single server that I manage personally, so I'm open about what I can realistically offer. The figures on this page are targets that I work to meet. They aren't guarantees, and no service credits or compensation are given if a target is missed. This doesn't affect your legal rights. If the service isn't provided with reasonable care and skill, you're still protected as described in the Terms of Service.

Uptime

I aim for your hosting to be available 99.0% of the time in each calendar month. That allows for up to about 7 hours and 18 minutes of unplanned downtime in a 30-day month.

Your service counts as available when your websites can be reached and the control panel can be used. Availability is measured by my server monitoring.

The following don't count as downtime:

• planned maintenance announced in advance (see below)
• emergency maintenance to fix a serious security issue
• problems caused by your own websites, code, settings or content, or by reaching your plan's limits
• suspension under the Terms of Service, for example for non-payment or breaking the acceptable use rules
• problems with your domain name, DNS provider or internet connection, or anything else outside my server
• outages at my infrastructure providers, such as DigitalOcean, and other events outside my reasonable control, such as cyber attacks or large internet outages

Maintenance

Planned maintenance, such as system upgrades, is announced on my Discord server at least 48 hours in advance. Where possible, I schedule it at quieter times and keep downtime as short as I can.

Emergency maintenance, such as applying an urgent security fix, may happen without notice when waiting would put the server or your data at risk. I'll post an update on Discord as soon as I can.

Support response times

Support is provided through your private support channel on my Discord server. I aim to reply to requests within these times:

These times are for my first reply, not for the problem to be fully fixed. How long a fix takes depends on the problem, but I always deal with critical problems first.

Support isn't available 24/7. I handle requests around my other commitments, so replies may be slower overnight, at weekends and on UK bank holidays, but still within the times above where possible.

What support covers

Support covers the hosting service itself: the server, the control panel, and features included in your plan, such as websites, domains and DNS, databases, FTP and backups.

It doesn't cover building, designing or debugging your own websites, apps or code, or third-party software you install. I'm happy to point you in the right direction where I can, but I can't promise to fix problems with your own code.

Reporting a problem

To help me fix things quickly, please include:

• which website or service is affected
• what's going wrong, and any error messages you see
• when it started, and anything you changed just before it

Please mark your message clearly as critical if it meets the description above. For major outages that affect everyone, I'll post updates on my Discord server until the problem is fixed.

Backups

I take regular, encrypted backups of the server to help recover from problems, and I can restore from them on request. As explained in the Terms of Service, backups are a safety net, not a guarantee, so please keep your own copies of anything important.

Changes to this agreement

I may update this SLA from time to time. I'll tell hosting customers on Discord at least 30 days before any change that reduces these service levels. The "Last updated" date at the top shows when it last changed.