Service levels
What we commit to, and what happens when we miss
Indicative targets are published here. The executed service level agreement attached to your contract is the binding document.
| Service | Availability target | Response commitment |
|---|---|---|
| VPS & Cloud | 99.9% monthly | 1 hour, critical |
| Colocation power | 99.98% monthly | 30 minutes, critical |
| Connectivity | 99.5% monthly | 1 hour, critical |
| Remote hands | Scheduled or emergency | 2 hours, emergency |
Response clocks
Every ticket carries a live countdown
First-response and resolution targets are set when the ticket is raised and counted down in the portal, so you never have to ask where a case stands.
Measurement
Availability is measured per calendar month per service instance, excluding announced maintenance windows and time attributable to customer-supplied hardware, software or configuration.
Maintenance
Planned maintenance is notified at least five business days in advance and scheduled between 00:00 and 04:00 WAT wherever practicable. Emergency maintenance is notified as soon as it is known.
Service credits
Where a monthly availability target is missed, a service credit is applied against the affected service on the following invoice, claimed within thirty days of the month end. Credits are the exclusive remedy for availability shortfalls.
Support hours
Critical incidents are handled 24 hours a day. Non-critical requests are handled 08:00 to 18:00 WAT on business days, and progress is visible in the portal ticket with an SLA countdown.