Service Level Agreement

Hosting Guarantee

We use two main providers for our hosting services – Digital Ocean and AWS.

Digital Ocean:

Please see the following link for Digital Ocean’s droplet service level agreement.

DigitalOcean provides a 99.99% uptime SLA for both Droplets and block storage. DigitalOcean Droplets are Linux-based virtual machines (VMs) that run on top of virtualized hardware.

Amazon AWS:

Please see the following link for Amazon’s EC2 service level agreement.

For each individual Amazon EC2 instance (“Single EC2 Instance”), AWS will use commercially reasonable efforts to make the Single EC2 Instance available with an Instance-Level Uptime Percentage of at least 99.5%, in each case during any monthly billing cycle (the “Instance-Level SLA”). In the event any Single EC2 Instance does not meet the Instance-Level SLA, you will be eligible to receive a Service Credit as described below.

Server Monitoring

For each of our cloud based web servers hosted with either Digital Ocean or AWS, we have monitoring software that identifies a server’s uptime and notifies our engineers of any downtime. Should there be a problem with a server, one of our engineers will be working on the problem within 2 hours of being notified. In the event that your problem cannot be solved within 2 hours, we ensure that you’re kept up to date in Basecamp until the problem is resolved.

What is Network Infrastructure?

To put it simply, network availability means that all infrastructure – including routers, switches and cabling – is working. Network infrastructure is defined as the portion of the network extending from the outbound port on your cabinet switch to the outbound port on the border router. Services and software running on your servers are not defined as part of the network.

Our SLA promise

Monday to Friday Telephone Support, 2 Hour Email Response and Full Report Promise

Our technical support team is available Monday to Friday for emergency telephone support during the hours of 8am to 6pm. Outside of this time, we strive to offer a 24 hour response time via Basecamp/email.

We also provide a detailed overview of the issue and let you know when it will be resolved. Once the issue is resolved we make sure you have a full picture of what’s happened. An engineer’s report with full details of the issue and resolution is sent to you within 24 hours of completion.

Non Server Related Issues

For issues unrelated to the hardware and availability of your server, and instead linked to the coding of your website, we strive to offer a 2 hour response time via Basecamp/email.