Service Level Agreement

Shared Hosting and Email Hosting

If your shared hosting website or email isn't accessible due to an unscheduled outage of our network or hardware we will credit your account with up to 100% of that month's hosting fees. 

To claim a credit just email us with the date and time of the outage and if our server monitoring systems confirm that outage we will credit your account.

The following rates will be used to calculate the credit amount:

  • 100% - 99.9% Uptime: No Credit
  • 99.9% - 98% Uptime: 5% Credit
  • 98% - 95% Uptime: 20% Credit
  • Less than 95% Uptime: 100% Credit

Uptime is calculated monthly.  Guarantee covers both shared hosting and email and claims must be made within 14 days of outage.

Scheduled downtime for server or network maintenance is not included in the downtime calculation.

Managed WordPress Hosting

This SLA amends the Agreement between Cheeky Monkey Hosting and Customer and addresses the uptime guarantees in relation to the Managed WordPress Hosting Services we provide to you and your remedies for our failure to meet such guarantees. The remedies contained in this SLA are your sole and exclusive remedies for any issues addressed herein. We may update this SLA from time to time in our sole discretion.

1. Service Availability

WPhost will make the Services available 99.95% of the time, excluding any Excused Downtime. In a given calendar month, we calculate “Service Availability” as follows:

Service Availability =
(total minutes Services are available) x 100
(total minutes in the month) – (Excused Downtime)

2. Excused Downtime

“Excused Downtime” means the length of time the Services are unavailable due to:

  1. Scheduled Maintenance;
  2. Emergency Maintenance;
  3. Beta Services;
  4. Force Majeure events; and
  5. the actions or omissions of you, your Authorised Users, or any third-party acting on your behalf or at your direction, including any unauthorized use of the Services, breach of the Agreement or Acceptable Use Policy, or any use or configuration of the Services that exceeds WPhost's recommendations or advertised limits.

“Scheduled Maintenance” includes any maintenance performed during a Scheduled Maintenance window or for which we provide reasonable notice or coordination with you in advance of the maintenance.

“Emergency Maintenance” means any maintenance performed outside a Scheduled Maintenance window without advance notice where such maintenance is reasonably and urgently required to protect the integrity, availability, or security of any online systems.

3. SLA Credits

You are entitled to a credit of 5% of the applicable monthly Fees for each full hour of downtime in excess of the Service Availability targets. (For example, you will receive a 5% credit for between 1 and 60 minutes of downtime in excess of the Service Availability targets, a 10% credit for between 61 and 120 minutes, etc.) In order to receive a credit, you must contact Support within 30 days of the event giving rise to the credit. Credits are based on our monitoring, shall not exceed 100% of the applicable monthly Fees, may not be carried over or aggregated, are forfeited at the expiration or termination of the Agreement, and will not be paid or provided as a refund.

Last Update: 27/07/2021 - 15:58pm