Service level agreement

Network and server uptime

We commit to 99.9% monthly uptime for the network and for the physical host that runs your server, measured per calendar month.

What is not counted

Scheduled maintenance announced in advance, problems caused by your software, configuration or traffic, attacks that we mitigate, force majeure, suspension for non-payment or breach, and outages of services outside our control such as the wider internet.

If you think we missed it

Open a ticket from your client area with the service and the times you saw a problem. We check our records and reply.

Support response

Tickets are answered 24 hours a day, 7 days a week. Response targets are goals, not guarantees.