Service level agreement

1. What we commit to

We commit to 99.9% network and power availability for hosting, VPS and dedicated services, measured monthly. Over a thirty-day month that permits roughly forty-three minutes of unplanned downtime.

2. How availability is measured

Availability is measured from our own monitoring, which polls every service from multiple external locations at one-minute intervals. A service is unavailable when it fails to respond from two or more locations for two consecutive checks. Measurement starts at the first failed check and ends when the service responds normally again.

You may use your own monitoring evidence in a claim. Where our records and yours disagree, we will show you ours and, if there is a genuine discrepancy, resolve it in your favour.

3. What is excluded

Downtime does not count against the commitment where it results from:

Scheduled maintenance announced at least seventy-two hours in advance.
Emergency security maintenance, where the alternative is leaving a known exploit open.
Your own application, configuration, code or content, including a site that has exceeded its plan allocation.
Suspension under the acceptable use policy or for non-payment.
Denial-of-service attacks directed at your service, beyond the mitigation included in your plan.
Failure of a third party you control, such as an external DNS provider, CDN or payment gateway.
Events outside our reasonable control: natural disaster, war, national network failure, government action.

4. Maintenance windows

Planned maintenance is scheduled between 02:00 and 06:00 local datacentre time and announced by email and on the status channel at least seventy-two hours ahead. We aim to keep it under thirty minutes. Most platform updates need no downtime at all.

5. Credits

Monthly availability	Credit against the affected service
99.9% or better	None due
99.0% to 99.89%	10% of the monthly fee
98.0% to 98.99%	25% of the monthly fee
95.0% to 97.99%	50% of the monthly fee
Below 95.0%	100% of the monthly fee

Credits are applied to your next invoice. Where you have prepaid a term and choose to leave instead, we refund the credit in cash rather than holding it against a service you no longer want. Credits in any month are capped at the monthly fee for the affected service.

6. Claiming

Write to billing@webserv.online within thirty days of the incident with your service reference and the dates and times affected. We respond within five business days.

Where an incident is ours and affects multiple customers, we apply the credit automatically and tell you, rather than waiting for you to notice and ask.

7. Response times

Severity	Definition	First response
Critical	Service completely unavailable	Within 1 hour, any time
High	Major function degraded or intermittent	Within 4 hours during support hours
Normal	A fault with a workaround available	Within 1 business day
Low	Question, request or configuration change	Within 2 business days

Support hours are Monday to Friday, 08:00–20:00 (UTC-5). Urgent incidents are covered outside these hours. Critical incidents are covered around the clock. First response means a person reading your ticket and telling you what is happening, not an automated acknowledgement.

8. Backups

We take nightly backups of managed hosting to storage in a separate location, retained for seven days. Restores from our backups are free and performed on request within one business day. These backups exist to let us restore the platform; you remain responsible for your own copies of anything you cannot afford to lose.

Unmanaged VPS and dedicated services are not backed up by default. Snapshot and backup options are available, and are stated on the plan where they are included.