Service Level Agreement
Version 2026-09-06 · applies to paid plans.
Availability
We target 99.5% monthly availability of hosted websites and the Dashboard, measured by our external health checks, excluding announced maintenance (max 4 hours/month, announced 48 hours ahead) and events outside our control.
Architecture behind the commitment
- Two load-balanced web nodes with automatic failover; a clustered database; redundant storage.
- TLS certificates renewed and deployed automatically.
- Daily encrypted off-site backups (database, files, virtual machines); a full restore is rehearsed every month.
- Monitoring every 5 minutes with automatic recovery and on-call escalation.
Support response
| Severity | Example | Response | Target resolution |
|---|---|---|---|
| 1 — outage | Site or Dashboard down | 1 hour, 24/7 | 4 hours |
| 2 — degraded | Checkout or e-mail failing | 4 business hours | 1 business day |
| 3 — question | How-to, change request | 1 business day | as agreed |
Service credits
If monthly availability falls below 99.5% we credit 10% of that month’s fee; below 99.0%, 25%; below 95%, 50%. Credits are requested within 30 days and applied to the next invoice.
Maintenance window
Tuesday and Wednesday 03:00–07:00 EET when needed.