Service Level Agreement

1.1This Service Level Agreement sets out the infrastructure service levels provided by Hosting UK and the service credits available where those service levels are not achieved.

1.2This SLA covers infrastructure commitments only. Product-specific support, management, backup and response obligations are set out in the applicable Service Schedule.

1.3Service credits are the Customer's sole and exclusive remedy for a failure to meet the service levels in this SLA.

2.1Availability means the period during which the applicable Hosting UK network or infrastructure is not subject to a Service Affecting Fault.

2.2Service Affecting Fault means a fault causing full or partial loss of the ability to use the affected Service.

2.3Downtime means the period during which the affected Service is unavailable due to a fault in infrastructure owned or operated by or on behalf of Hosting UK.

3.1Service credits are payable only where the Customer submits a written claim identifying the circumstances of the claim within ten (10) Business Days of the incident.

3.2The Customer must be within agreed credit terms at the time of the claim.

3.3The maximum monthly credit available under this SLA is limited to one month's recurring fee for the affected Service.

4.1Hosting UK guarantees 100% Network Availability for applicable Services, excluding Scheduled Maintenance, Emergency Maintenance and the exclusions in this SLA.

5.1Hosting UK guarantees that critical infrastructure systems, including power and HVAC, will be available 100% of the time in a given month, excluding Scheduled Maintenance and Emergency Maintenance.

5.2Critical infrastructure includes UPSs, PDUs, cabling and cooling infrastructure forming part of the datacentre environment controlled by Hosting UK.

6.1This hardware replacement commitment applies to physical hardware supplied by Hosting UK as part of a Dedicated Server or Managed Dedicated Server service.

6.2Hosting UK will replace failed Hosting UK supplied hardware at no additional cost to the Customer.

6.3Hardware replacement will begin once Hosting UK identifies the cause of the problem and is guaranteed to be completed within four (4) hours of problem identification.

6.4If replacement takes more than four (4) hours from problem identification, Hosting UK will credit the Customer 5% of the monthly recurring fee for each additional hour of downtime, up to a maximum of 25% of the monthly recurring fee.

6.5This commitment excludes RAID rebuild time, data restoration, operating system reconfiguration, application reinstallation and customer delay.

7.1Hosting UK may suspend Services to carry out periodic maintenance, upgrade work or emergency maintenance.

7.2Except in the case of emergency maintenance, Hosting UK will use reasonable endeavours to provide at least five (5) Business Days' notice of maintenance that is expected to affect the Service.

7.3The standard maintenance window for planned outages is between 22:00 and 07:00 UK time, unless otherwise notified.

8.1This SLA does not apply where failure is caused by Force Majeure, customer equipment, customer software, customer acts or omissions, third-party systems, customer-requested changes, DDoS attacks, cyber attacks, zero-day vulnerabilities, internet-wide vulnerabilities, Scheduled Maintenance or Emergency Maintenance.

8.2Hosting UK may take emergency security action where reasonably necessary to protect customers, services, infrastructure or network integrity. Such action shall not constitute Downtime.

9.1Claims must be submitted in writing through the Customer Portal or ticket system.

9.2Claims must identify the affected Service, the date and time of the incident, the nature of the incident and the credit claimed.

9.3Approved service credits will be applied to the Customer's account and have no cash value.