1. Scope
Shared hosting, VPS and reseller platforms as sold. Marketing figures such as 99.99% on some reseller product text are promotional unless a written SLA says otherwise.
2. Availability definition
Ability to reach the service network edge / control panel for the product, excluding customer application faults.
3. Measurement
Measured over a calendar month using our monitoring. Public status information is published on our support pages when available.
4. Planned maintenance
May occur with reasonable notice where practicable.
5. Exclusions
Customer misconfiguration, AUP abuse, third-party networks, force majeure, unpaid suspended services.
6. Service credits
No automatic credits under this page. Credits exist only if a written SLA says so. There is no published credit schedule in the live product catalogue for standard plans.
7. How to request a remedy
If a written SLA applies to your account, submit a ticket within the period stated in that SLA. Otherwise, incidents are handled as support, not as a credit claim.