Website Hosts UK Policy
This Service Level Agreement explains our uptime commitment, service expectations, coverage, exclusions and service credit process for eligible hosting services.
Website Hosts UK aims to provide reliable hosting services backed by a 99.95% monthly uptime commitment for eligible core hosting infrastructure.
This SLA is designed to set clear expectations around service availability, maintenance, exclusions and the process for requesting service credits where eligible.
While we work hard to maintain a stable and reliable hosting environment, no hosting provider can guarantee uninterrupted availability in every possible circumstance.
If you believe your service has been affected by an uptime issue, contact support with the service details and approximate times.
info@websitehosts.uk
The SLA applies to eligible Website Hosts UK hosting infrastructure and core service availability.
Availability of eligible web hosting services where the issue is caused by our core hosting infrastructure and is within our reasonable control.
Availability of the server environment used to deliver eligible hosting services, excluding individual customer configuration or application-level issues.
Connectivity to our core hosting infrastructure, excluding third-party networks, external providers, DNS propagation issues or local internet problems.
Uptime means the ability for eligible hosting services to respond and remain available from our core hosting infrastructure during a monthly billing period.
Downtime only applies where a service is unavailable due to a confirmed issue with Website Hosts UK infrastructure and where the issue is not excluded under this SLA.
Availability may be assessed using our internal monitoring, server logs, network information, support records and any relevant evidence provided by the customer.
Customer-side checks, third-party uptime monitors or external testing tools may be useful, but they do not automatically determine SLA eligibility on their own.
The SLA does not apply where downtime, disruption or reduced performance is caused by factors outside our reasonable control or by issues not directly related to our eligible core hosting infrastructure.
The SLA is intended to cover service availability caused by our eligible hosting infrastructure, not individual website errors, customer scripts, DNS mistakes, email client issues or third-party services outside our control.
From time to time, maintenance may be required to improve security, reliability, software, hardware, network performance or service stability.
Emergency maintenance may be carried out without advance notice where needed to protect systems, customers, data, security or service availability.
Downtime caused by website updates, DNS changes, migrations, customer configuration, scripts, plugins or content management systems is not covered by this SLA.
If eligible uptime falls below 99.95% in a given monthly billing period, eligible customers may request a service credit.
Service credits are reviewed manually and may be issued at our discretion after we confirm the downtime, affected service, cause and applicable exclusions.
Service credits are not automatic and are not cash refunds. They may be applied as account credit against future eligible hosting services.
Please contact support and include:
This SLA represents a service commitment and does not guarantee uninterrupted availability in every circumstance.
Service credits, where approved, are the sole remedy under this SLA for eligible downtime. The SLA does not cover indirect losses, loss of profit, loss of business, loss of data, reputational damage or consequential losses.
Customers remain responsible for maintaining their own website backups, application updates, passwords, DNS settings, scripts and website security.
To help maintain service reliability, customers should keep websites, plugins, themes, scripts and applications updated, use secure passwords and avoid excessive or abusive resource usage.
Accounts must comply with our Terms of Service, Acceptable Use Policy and Fair Usage Policy. Suspended or restricted services are not eligible for SLA claims while suspension or restriction applies.
These policies help explain service rules, customer responsibilities and acceptable usage.
Quick answers about uptime, maintenance, exclusions and service credits.
Contact Website Hosts UK if you believe your hosting service has been affected by an uptime issue.