Last Updated: 9 June 2026
At Get Hosting UK, we know that downtime costs you money. We operate out of premium UK datacentres to deliver enterprise-grade reliability. This Service Level Agreement outlines our uptime guarantee and compensation process.
1. 99.9% Uptime Guarantee
We guarantee that our core network, shared web servers and VPS infrastructure will be available 99.9% of the time in any given calendar month.
2. Compensation Structure
If we fail to meet our 99.9% uptime guarantee, you may request an SLA account credit based on the following tiers:
| Monthly Uptime | Account Credit |
|---|---|
| 99.0% to 99.89% | 10% credit of your monthly hosting fee |
| 98.0% to 98.99% | 25% credit of your monthly hosting fee |
| Below 98.0% | 50% credit of your monthly hosting fee |
3. How to Claim
To request an SLA credit, you must open a billing ticket within 7 days of the outage. Credits are applied exclusively to future invoices and cannot be refunded as cash.
4. SLA Exclusions
The following scenarios are excluded from SLA compensation calculations:
- Scheduled Maintenance: routine server updates or hardware replacements, where at least 48 hours’ advance notice has been provided.
- User Error: downtime caused by custom scripts, exhausted resource limits, accidental deletions, DNS changes or misconfigured VPS firewalls.
- Malicious Attacks: outages resulting from targeted DDoS attacks against your specific IP address, domain or service.
- Force Majeure: events outside our control, including national infrastructure failures, natural disasters, acts of war or major upstream provider incidents.
5. Scope
This SLA applies only to qualifying hosting and VPS services purchased directly from Get Hosting UK. It does not apply to domain registrations, third-party licences, customer-managed software or external services outside our control.