This Service Level Agreement ("SLA") describes the availability and support commitments UKNode Ltd (company number 15880458) provides for production services. It forms part of, and should be read with, our Terms & Conditions. Where this SLA and the Terms & Conditions differ on a point, the Terms & Conditions prevail.
1. Uptime commitment
UKNode targets 99.9% monthly availability for production hosting, VPS and dedicated services, measured at our network edge over each calendar month. Availability is calculated as the total minutes in the month, less excluded time and unavailable minutes, divided by the total minutes in the month.
2. Exclusions
The following are excluded from availability calculations and from service credits:
- Scheduled maintenance notified at least 24 hours in advance.
- Emergency maintenance required to protect the security or integrity of the platform.
- Factors beyond our reasonable control, including DDoS attacks, upstream transit failures and force-majeure events.
- Downtime caused by your own configuration, software, content or actions, or by third-party services.
- Suspension or termination of your services for breach of the Terms & Conditions or Acceptable Use Policy.
- Beta, trial or free services, which are provided without an SLA.
3. Support response targets
Our support team operates 24/7 for critical infrastructure incidents. The following are response targets — the time to first meaningful response, not resolution — and are goals rather than guarantees:
- Critical (production service down): 1 hour.
- High (major degradation): 4 hours.
- Normal (general issues): 24 hours.
- Low (questions, requests): 48 hours.
4. Service credits
If we fail to meet the monthly uptime commitment for a service and you are in good standing, you may claim a service credit against that service:
- 99.0% to 99.9% uptime: 5% credit of the affected month's fee.
- 95.0% to 98.9% uptime: 10% credit.
- Below 95.0% uptime: 25% credit.
Service credits are applied to future invoices, are not redeemable for cash, and in any 12-month period are capped in total at 100% of one month's fee for the affected service. Service credits are your sole and exclusive remedy for any failure to meet this SLA.
5. How to claim
Submit a claim by raising a support ticket or emailing [email protected] within 7 days of the end of the affected month, including the affected service, the dates and times (with time zone) of the unavailability, and any supporting evidence. We will validate the claim against our monitoring and apply any due credit to your account.
6. Changes to this SLA
We may update this SLA from time to time. The current version is always published on this page with the "Last updated" date shown above; material changes will be notified by email or via your control panel.
7. Contact
SLA claims and questions: [email protected], or UKNode Ltd, 124 City Road, London, EC1V 2NX.