Service Level Agreement

This Service Level Agreement (SLA) applies to the hosting, cloud server and reseller services we provide directly to you. It forms part of our Terms of Service. Domain registration is covered by the rules of the relevant registry.

We aim to keep each Service available for at least 99.9% of each calendar month, measured at our network edge. Availability is the percentage of minutes in the month during which the Service is reachable, excluding the exclusions in section 4.

We measure availability from our own monitoring systems. Where you dispute a measurement, send us evidence such as timestamps and error messages, and we will review our logs for the affected period. Our logs are the primary record unless the evidence shows otherwise.

Downtime does not count against our availability target where it is caused by:

• Scheduled maintenance, which we announce at least 48 hours in advance by email and on the status of your account, and which we aim to schedule outside peak hours.
• Emergency maintenance needed to protect the security or stability of our systems, where we give as much notice as is practical.
• Your Content, code, configuration or actions, including overloading resources beyond your plan.
• Attacks on the Service, such as denial-of-service attacks, which we are working to mitigate.
• Failures of your own equipment, software or internet connection, or of networks outside our control.
• Events described in the force majeure clause of our Terms of Service.
• Suspension made in line with our Terms or Acceptable Use Policy.

If our monthly availability falls below the target, you may claim a service credit on the affected Service, as a percentage of that Service's monthly fee for the month:

• Availability below 99.9% but at least 99.0%: 5% credit.
• Availability below 99.0% but at least 95.0%: 10% credit.
• Availability below 95.0%: 25% credit.

Email support@silolobby.com with the subject "SLA claim" within 30 days after the end of the month in which the downtime occurred. Include the Service name and the dates and times of the downtime. We will confirm the credit within 30 days of your claim. Credits are applied to your next invoice or to your wallet, and are not paid in cash. The maximum credit for any month is 25% of the fee for the affected Service.

Where a plan includes backups, we make backups at the frequency stated on the plan page, usually daily, and keep them for the retention period stated there. Restoring a backup is done through your control panel or by support. We do not guarantee that every backup will restore successfully, and backups do not replace your own copies of important data.

Support is available 24 hours a day, 7 days a week, by ticket and live chat. We aim to give a first response within the following times, measured from the moment the ticket is opened:

• Urgent (your service is down): first response within 1 hour.
• High (your service is degraded): first response within 4 hours.
• Normal (questions and changes): first response within 1 working day.

We apply security patches to our infrastructure in line with their severity. Critical patches may be applied outside scheduled maintenance windows, and we will tell you when customer action is required.

We review this SLA at least once a year and may improve its commitments. We will not reduce commitments for a Service you have already bought during its current billing period.