Service Level Agreement
What we commit to for hosted and managed services, how it is measured, and what happens when we miss. This is the summary; the signed agreement for your service governs.
Availability
Target availability for managed production services is 99.9% per calendar month, measured at the edge by synthetic probes from outside our network, excluding scheduled maintenance.
Measurement is ours and is published to you monthly. Where your own monitoring disagrees materially with ours, we investigate rather than argue.
Response times
Critical — production down or data at risk: acknowledged within 30 minutes, worked continuously until resolved.
High — degraded performance or a component failure without loss of service: acknowledged within 2 business hours.
Normal — questions, changes and scheduled work: acknowledged within 1 business day.
Maintenance
Routine maintenance is performed in a window agreed with you and announced in advance. Security patches that cannot wait are applied immediately and reported afterwards.
Deploys to production are zero-downtime and reversible.
Backups and recovery
Backups run at the frequency agreed for your service, are stored off the machine they came from, and are encrypted at rest.
Restores are tested on a schedule and the result is reported to you. A backup that has never been restored is not counted as a backup.
When we miss
If we fall below the availability target in a month, you receive a service credit against the following month, calculated as set out in your agreement.
You also receive a written account of what happened, why, and what changed so that it does not happen again. The credit is the smaller part of that.
Exclusions
Downtime caused by your own code changes deployed outside our pipeline, by third-party services outside our control, or by force majeure, is excluded from the availability calculation.
We will still work the incident. It just does not count against the number.