SLA

This Service Level Agreement (“SLA”) outlines the service availability and performance commitments provided by Instant UK Server to its customers for UK server hosting services.

1. Uptime Guarantee

Instant UK Server strives to provide a 99.9% uptime guarantee for its UK server hosting services (Dedicated Servers, VPS, and Cloud Hosting).
Uptime is defined as the time the customer’s server is reachable and operational on the internet, excluding scheduled maintenance and events beyond our reasonable control.
This uptime commitment applies to network availability and core server infrastructure only.

2. Measurement Period

Uptime is measured on a monthly basis.
“Downtime” refers to periods when the server is not accessible due to infrastructure or network issues on Instant UK Server’s side.

3. Exclusions

The uptime calculation and SLA commitments do not include downtime resulting from:

Scheduled or emergency maintenance (with or without prior notice).
Customer misconfigurations, software errors, or third-party applications.
DDoS attacks, force majeure events, or other causes outside our reasonable control.
Issues related to customer-provided content, scripts, or cod.

4. SLA Credits

If Instant UK Server fails to meet the 99.9% uptime commitment in any monthly billing period, eligible customers may request service credits as compensation.

Credit Structure (example):

Uptime ≥ 99.0% but < 99.9% — 5% service credit
Uptime < 99.0% — higher credit (based on specific measurement)

Important:

SLA credit requests must be submitted within 30 days after the end of the month in which the outage occurred.
Credits will be applied only to future invoices; no cash refunds will be issued.

5. How to Report & Claim

To file an SLA claim:

1. Submit a support ticket via the Instant UK Server client area or email our support team.

2. Include:

Your server hostname/IP
Date(s) and time(s) of downtime
Supporting evidence (server logs or monitoring screenshots)

Claims must comply with the specified reporting process to be validated.

6. Support & Monitoring

Instant UK Server provides 24/7 technical support for core server issues as part of the hosting plan.
Customers are encouraged to monitor their own services using tools of their choice for business continuity.

7. Modifications and Updates

Instant UK Server may modify the SLA terms to reflect service improvements or changes in infrastructure.
Any material changes will be advised to customers in advance.