Service level.
What we commit to, measured monthly, and what happens when we miss.
Uptime commitment
99.9%
Provisioning
15 min
Restore after payment
5 min
Support response targets
| Priority | First response | Resolution target | Example |
|---|---|---|---|
| Urgent | 1 hour | 4 hours | Production server unreachable |
| High | 4 hours | 12 hours | Degraded performance, billing dispute |
| Medium | 8 hours | 24 hours | Resize request, configuration question |
| Low | 24 hours | 72 hours | Reverse DNS, documentation |
What the uptime figure excludes
Announced maintenance, faults inside your own operating system or application, and loss of service caused by non-payment. Everything else counts against the figure.
Billing commitments
- Renewal invoices are raised 14 days before the due date
- Payment issues a receipt automatically, including for a part payment
- Your contracted price governs every renewal until you change plan
- Any price change at renewal is notified at least 30 days ahead
- Suspension is reversible; termination follows a 30-day grace period
Unmanaged by default
Unless you have bought a managed support tier, you administer the operating system. We keep the platform beneath it running, and we will always tell you which side of that line a fault sits on.