Draft for review. Highlighted items need your decision, and the full text should be checked by a legal adviser before publishing.
1. Our commitment
We aim for 99.95% monthly availability of the infrastructure that runs your server — the physical hosts, virtualisation layer and our network.
2. How it is measured
Availability is the percentage of minutes in a calendar month when your server's infrastructure is reachable, excluding the exclusions below. 99.95% allows about 22 minutes of unplanned downtime in a 30-day month.
3. What is not covered
Scheduled maintenance announced in advance [to confirm: notice period].
Problems caused by the operating system, software, settings or actions inside your server — especially on unmanaged Cloud VPS.
Your own internet connection, third-party services, attacks outside our control, and force-majeure events.
Suspension for non-payment or acceptable-use violations.
4. Support response
Support response targets, escalation steps and contact channels are set out in your service agreement. [to confirm: response-time targets for standard and Priority Support].
5. Service credits
If we miss the availability commitment in a month, you may be eligible for a service credit of [to confirm: credit table, e.g. % of monthly fee]. Credits are your sole remedy for missed availability.
6. How to claim
Email or call support within [to confirm: number] days of the end of the affected month with your server details and the times you were affected.