Service Level Agreement

Last updated: July 2025

This Service Level Agreement outlines our commitment to maintaining reliable hosting services for your website. We believe in simple, transparent terms that actually make sense.

Uptime Guarantee

We guarantee 99.99% uptime for all hosted websites. This translates to approximately 4 minutes of potential downtime per month maximum.

Uptime is measured on a calendar month basis
Monitoring runs 24/7 from multiple global locations
Scheduled maintenance windows are excluded from uptime calculations
We'll notify you 48 hours before any scheduled maintenance

Service Credits

If we fail to meet our uptime guarantee, you'll automatically receive service credits:

Monthly Uptime	Service Credit
99.50% - 99.98%	10% of monthly fee
99.00% - 99.49%	25% of monthly fee
Below 99.00%	50% of monthly fee

Credits are applied automatically to your next invoice. No forms, no hassle.

Support Response Times

Standard Plan (£5/month)

Business hours: Monday-Friday, 9 AM - 5 PM UK time
Initial response within 4 business hours
Resolution target: 24 business hours
Support via email

Premium Plan (£12/month)

24/7 support, 365 days a year
Initial response within 1 hour
Resolution target: 4 hours for critical issues
Priority email and phone support

What's Not Covered

Our uptime guarantee excludes:

Downtime caused by modifications you make to your website
Issues with third-party services (payment processors, external APIs, etc.)
Force majeure events (natural disasters, cyber attacks beyond our control)
Scheduled maintenance windows (notified 48 hours in advance)
DNS propagation delays when changing domain settings

Our Infrastructure

Your website is hosted on enterprise-grade infrastructure with:

Multiple data center locations for redundancy
Automated daily backups stored for 30 days
SSL certificates included and auto-renewed
DDoS protection and web application firewall
Continuous monitoring and automated failover

Need Help?

Email: support@hex.host