Service Level Agreement – Shared Web Hosting

This Service Level Agreement (SLA) forms part of the Terms of Service (ToS) for Layer 9 Solutions shared web hosting services. This SLA outlines our uptime commitments, compensation policies, and the terms under which these apply.

1. Uptime Guarantee

We guarantee that our shared web hosting services will be available at least 99.9% of the time during each calendar month, excluding scheduled maintenance and circumstances beyond our control (see Section 3: Exclusions).

Uptime Calculation:
Uptime % = ((Total Minutes in Month - Downtime Minutes) / Total Minutes in Month) × 100

2. Compensation for Downtime

If uptime falls below the guaranteed 99.9% in any calendar month, you may request service credits as compensation:

• 99.0% - 99.8%: 10%
• 95.0% - 98.9%: 25%
• Below 95.0%: 50%

Conditions:

• Submit your request within 7 days of the month ending.
• Include specific downtime details (dates, times, impact).

Limitations: Maximum credit is capped at one month’s hosting fee. Credits are issued as account credit and cannot be refunded in cash.

3. Exclusions

• Scheduled maintenance announced 24+ hours in advance
• Force Majeure (natural disasters, government actions, ISP outages)
• Customer actions (website misconfiguration, outdated software)
• Third-party plugin or integration failures
• Excessive resource usage breaching hosting limits

4. Scheduled Maintenance

We perform scheduled maintenance during off-peak hours and provide at least 24 hours’ notice via email or customer portal. These windows are excluded from uptime calculations.

5. Monitoring and Reporting

We monitor all systems continuously. To report downtime:

• Email: [email protected]
• Submit a ticket via our client portal

6. Scope of SLA

This SLA applies only to shared web hosting. It does not cover VPS, dedicated servers, domain registration, or SSL services.

7. Limitations of Liability

Our liability for downtime is limited to the credits described herein. We do not guarantee specific performance of scripts, applications, or websites.

8. Agreement Modifications

We may update this SLA at any time. Updates will be posted on our website and announced 30 days in advance. Continued service use constitutes acceptance.

9. Governing Law

This SLA is governed by the laws of England and Wales. Disputes shall be resolved under UK jurisdiction.

10. Contact

Layer 9 Solutions Ltd
Company No. 14857666
124 City Road, London, England, EC1V 2NX
Email: [email protected]