Service Level Agreement (SLA)

This Service Level Agreement (“SLA”) sets out the service availability, performance commitments, and remedies provided by InstantUKServers.com to customers for UK-based server hosting services, including Dedicated Servers, VPS, and Cloud Hosting.

1.Uptime Guarantee

We aim to deliver a 99.9% monthly network uptime for all UK servers. “Uptime” means the time your server is reachable and operational via the internet, measured at the network and core infrastructure level, excluding scheduled maintenance and events outside our reasonable control.

2.Measurement Period

  • Uptime is measured on a calendar monthly basis.
  • “Downtime” is any period when your server is unreachable due to failure of the Provider’s network or core infrastructure.

3.Exclusions

The SLA does not apply to downtime caused by:

  • Scheduled or emergency maintenance activities.
  • Customer actions, misconfigurations, third-party software, or customer content.
  • DDoS attacks, force majeure, internet backbone issues, or other events beyond Provider control.
  • Issues resulting from customer applications, scripts, or code.

4.How to Report an SLA Claim

To submit an SLA credit request:

  • Open a support ticket through the InstantUKServers.com client area or email support.
  • Provide the following details:
  • Server host name or IP address
  • Date and time range of the outage
  • Supporting evidence (e.g., monitoring logs or screenshots)
    Incomplete requests may not be validated.

5.Support & Monitoring

  • 24/7 technical support is available for core hosting infrastructure issues.
  • Customers are encouraged to use their own monitoring tools to detect issues promptly.

6. Scheduled Maintenance

We may perform planned maintenance that could temporarily affect service availability. Maintenance windows will be communicated in advance where possible and are excluded from uptime measurements.

7.Changes to SLA

We may update this SLA to reflect improvements or changes to our service offerings or infrastructure. Any material changes will be communicated to customers in advance.

8. Effective Date

This SLA is effective from the date of service activation and continues for the duration of your hosting contract or subscription.