Legal / 05
Service Level Agreement
Draft. This document has not yet been reviewed by a solicitor and is not in force. Highlighted items are details SCB Network still has to confirm.
This Service Level Agreement (SLA) sets out the availability we aim for, how we measure it, and the credits you receive when we fall short. It forms part of our Terms of Service.
01Our commitment
We aim for each hosting and virtual server service to be available [99.9]% of the time in each calendar month.
A service is unavailable when, because of a fault in our network, hardware or platform software, it cannot be reached from the internet or cannot serve requests, as confirmed by our monitoring or our investigation of your ticket.
Monthly availability is: (total minutes in the month - minutes unavailable) / total minutes in the month × 100.
02Service credits
| Monthly availability | Credit (of that service's monthly fee) |
|---|---|
| 99.9% or more | No credit: target met |
| 99.0% to 99.9% | [10%] |
| 95.0% to 99.0% | [25%] |
| Below 95.0% | [50%] |
- For services billed for longer than a month, the monthly fee is the period fee divided by the number of months in the period.
- Credits are added to your SCB Network account and used against future invoices. They cannot be exchanged for cash.
- The total credit for one service in one month cannot exceed that service's monthly fee.
03How to claim
Open a support ticket within 30 days after the end of the month in which the downtime happened. Tell us the affected service and the approximate times. We will check our monitoring records and reply within 10 working days. We may also apply credits on our own initiative after a major incident.
04What is not counted as downtime
- Scheduled maintenance that we announce at least 48 hours in advance on our status page or by email, up to [4] hours per month. We schedule it outside UK business hours where we can.
- Emergency maintenance to fix a critical security vulnerability.
- Problems caused by your own software, configuration, scripts or content, or by exceeding your plan's resources.
- Anything you control on a virtual server: the operating system, software, firewall rules and reboots you start yourself.
- Suspension under our Terms of Service or Acceptable Use Policy.
- Attacks (such as DDoS) beyond what our protection can reasonably absorb, and events outside our reasonable control as described in the Terms of Service.
- Failures of third parties we do not control: domain registries, DNS resolvers, certificate authorities, your internet provider, or your email recipients' servers.
- Individual features (for example a control panel or webmail) that are unavailable while your website itself keeps running.
05Support response targets
We respond to support tickets in the order of urgency below. These are targets for our first meaningful reply, not fix times, and they do not generate credits.
| Priority | Example | First response |
|---|---|---|
| Critical | Service completely down | [1 hour, 24/7] |
| High | Serious problem, service partly working | [4 hours] |
| Normal | Questions, configuration help | [1 working day] |
06Remedies
For business customers, the credits in this SLA are the only remedy for unavailability of a service. If you are a consumer, they are in addition to your statutory rights, not instead of them.
Questions about this document?
Email [email protected] or open a ticket in the client area.