Service Level Agreement
This page describes how service availability, maintenance, and incidents are handled. It does not create a fixed uptime percentage or financial credit unless one is expressly stated in the applicable plan or service contract.
1. Availability
We work to keep services available and address operational incidents according to priority and impact. Some services depend on third-party infrastructure, networks, registrars, or other providers.
2. Maintenance
Services may require planned or emergency maintenance. We aim to minimise impact and provide appropriate notice where the nature of the work and available time permit.
3. No implied guarantee
Performance or availability figures shown for monitoring or general status do not create a contractual guarantee unless the plan or agreement linked to the customer's order expressly says so.
4. Incident reports
Customers may open a support ticket identifying the affected service, time, and symptoms. Monitoring, provider, and system records are used when reviewing an incident.
5. Credits
Any service credit or compensation is governed only by the terms expressly included in the applicable plan or signed agreement. An outage does not by itself create an automatic credit.