Service Level Agreement

This Service Level Agreement ("SLA") describes the uptime commitment, service credit policy, and support standards that WebDNS provides to all customers on active paid plans. This SLA forms part of our Terms of Service.

1. Uptime Guarantee

WebDNS guarantees 99.9% monthly uptime for all core services:

• Web hosting — HTTP/HTTPS availability of hosted websites
• Email hosting — IMAP, SMTP, and webmail availability
• Control panel — Access to the WebDNS customer dashboard

99.9% uptime means no more than approximately 43 minutes of unplanned downtime per month.

2. How We Measure Uptime

Uptime is calculated as a percentage of total minutes in a calendar month, excluding scheduled maintenance windows:

Uptime % = ((Total minutes − Downtime minutes) ÷ Total minutes) × 100

Downtime begins when our monitoring systems detect that a core service is unreachable or returning errors to a significant number of users, and ends when the service is restored to normal operation.

3. Service Credits

If we fail to meet the 99.9% uptime target in any calendar month, affected customers are entitled to request service credits applied to their next billing cycle:

Monthly Uptime	Credit (% of monthly fee)
99.0% – 99.9%	10%
95.0% – 99.0%	25%
Below 95.0%	50%

• Credits must be requested within 30 days of the affected month.
• Credits are applied as account credit, not cash refunds.
• Credits cannot exceed 50% of the monthly service fee for the affected service.
• Customers on annual plans receive credit proportional to one month of their plan.

4. Exclusions

This SLA does not apply to downtime caused by:

• Scheduled maintenance (see section 5 below).
• Force majeure events, including natural disasters, acts of war, government actions, or widespread internet outages beyond our control.
• Issues caused by your own code, configurations, DNS changes, or third-party services you have integrated.
• DDoS attacks or other malicious activity targeting your specific account.
• Suspension of your account due to a breach of our Terms of Service or non-payment.
• Issues with third-party DNS providers or domain registrars.

5. Scheduled Maintenance

We occasionally perform maintenance to keep our infrastructure secure and up to date. When possible:

• Scheduled maintenance will be carried out during off-peak hours (typically between 01:00 and 06:00 GMT).
• We will aim to provide at least 24 hours notice for planned maintenance that may affect service availability.
• Emergency security patches may be applied without advance notice when necessary to protect customer data.

6. Support Response Times

WebDNS provides support through the built-in ticket system in your dashboard. Guaranteed response times depend on your plan:

Support Tier	Guaranteed Response	Available On
Dedicated	Within 1 hour	Enterprise plans
Priority	Within 4 hours	Business & Premium plans
Priority Email	Within 24 hours	Professional & Hosting Business plans
Email	Within 48 hours	Lite & Hosting Starter plans

For critical outages affecting all customers, we target a response within 1 hour regardless of plan.

Response times are measured during business hours (09:00 – 18:00 GMT, Monday to Friday), though we frequently respond outside these hours as well.

7. Data Protection

• All data is stored on servers located in an EU West data centre.
• All connections are encrypted using TLS.
• Regular automated backups are performed for all hosting accounts.
• We do not access customer data except as required to provide the service or as required by law.

For full details, please see our Privacy Policy.

8. Reporting an Issue

To report a service issue or request an SLA credit, please contact us through:

• The support ticket system in your WebDNS dashboard (preferred).
• Our contact form.

When requesting a credit, please include the date and approximate time of the issue, the affected service, and a brief description of the impact.

9. Changes to This SLA

We may update this SLA from time to time. Material changes will be communicated via email or through the Service. The current version always applies to active subscriptions.