1. Introduction
This Service Level Agreement (“SLA”) defines the minimum level of service you can expect from UKHostingVPS (“we”, “our”, “us”) when you purchase our hosting services including VPS, Dedicated Servers, and Web Hosting. It forms a part of our Terms of Service and outlines performance commitments, uptime guarantees, support response terms, and remedies in the event our services fail to meet agreed levels.
2. Service Commitment
At UKHostingVPS, our goal is to deliver reliable, high-performance hosting backed by measurable standards.
We aim to provide:
- Consistent server availability
- Fast technical support response times
- Transparent performance tracking
Our SLA applies from the moment services are active and in good financial standing.
3. Uptime & Availability Guarantee
We commit to an industry-standard uptime target of 99.9% per calendar month for all covered hosting services, excluding scheduled maintenance. Uptime is calculated as:
(Total Minutes in Month – Unplanned Downtime Minutes) ÷ Total Minutes in Month × 100%
Covered Services Include:
- VPS Hosting
- Dedicated Servers
- Web Hosting
Note: Scheduled maintenance, force majeure events, or outages caused by actions outside our control do not count toward downtime for SLA purposes.
4. Monitoring & Definitions
Uptime
Measured across our network and monitored with third-party systems to ensure fairness and accuracy.
Downtime
A verified period when services are unavailable due to infrastructure or network failure on our side.
Scheduled Maintenance
Any planned upgrade or repair activity communicated to customers in advance; this is not counted as downtime.
5. Support Response Times
Our support team is available 24/7/365 to assist you. Standard response targets:
- Critical issues: Acknowledged within 30–60 minutes
- High priority: Acknowledged within 1–4 hours
- Normal requests: Acknowledged within 8–24 hours
Actual resolution times may vary based on issue complexity and service type.
6. SLA Credits & Remedies
If we fail to meet our uptime commitment and the downtime is verified, you may be eligible for service credits applied to your account.
Claims must:
- Be submitted within 7 days of the outage.
- Include evidence such as timestamps, domain/service affected, and duration.
Credits are a percentage of your monthly hosting fee based on the uptime achieved in that billing cycle.
Service credits are the sole and exclusive remedy under this SLA.
7. Exclusions & Limitations
This SLA does not apply to downtime caused by:
✔ Scheduled maintenance
✔ Customer misconfiguration or misuse
✔ Third-party services (e.g., CDN, DNS hosting outside our network)
✔ Force majeure events
✔ Attacks or security incidents beyond our reasonable control
Credits will not be issued if issues originate from customer-controlled settings or external dependencies.
8. How to Request SLA Compensation
To request compensation:
- Log in to the Client Area
- Open a Support Ticket
- Provide:
- Affected service/domain
- Time period of downtime
- Supporting logs or monitoring data
Our team will validate and respond within 7 business days.
9. Review & Changes
We regularly review this SLA to ensure it aligns with best practices and customer expectations. Any changes will be published on this page and take effect on the stated effective date.
10. Acceptance
By using UKHostingVPS services, you agree to the terms of this SLA.