Summary
- We aim for 99.9% availability of your hosting server and network every calendar month.
- If we miss it, you can claim a credit of 10%, 25% or 50% of that month's fee.
- Claim within 30 days by emailing a support ticket.
- This SLA covers availability. It does not include backups or the restoration of your data.
1. Scope
1.1 This Service Level Agreement ("SLA") forms part of our Terms and Conditions of Service. It applies to all SSD Hosting, WordPress Hosting and WooCommerce Hosting plans provided by Getradi Ltd ("Getradi").
1.2 Words with capital letters have the meaning given in the Terms.
2. Uptime commitment
2.1 We commit to a Monthly Uptime Percentage of at least 99.9% for each hosting Service. This allows up to approximately 43 minutes of Downtime in a 30-day month.
2.2 "Downtime" means a period during which the web server hosting your account does not respond to HTTP(S) requests, or our network cannot route traffic to it, as measured under section 3, for reasons that are not excluded under section 5.
2.3 "Monthly Uptime Percentage" is calculated as:
(total minutes in the month − minutes of Downtime) ÷ total minutes in the month × 100
3. How we measure availability
3.1 We monitor every hosting server from at least two independent locations outside our data centre, at intervals of no more than one minute.
3.2 A minute counts as Downtime when checks from all monitoring locations fail for that server during that minute. Downtime begins at the first failed check and ends when the server responds again.
3.3 Our monitoring records are the reference for calculating Downtime. If your own monitoring shows different results, send us the details with your claim and we will review them in good faith.
3.4 We publish incidents and their progress through our status channels and by email to affected customers. We describe the symptom first, then the impact, what we are doing and when we will give the next update.
4. Service credits
4.1 If the Monthly Uptime Percentage for your Service falls below 99.9%, you can claim a service credit calculated as a percentage of the monthly fee for the affected Service:
| Monthly Uptime Percentage | Service credit |
|---|---|
| 99.0% to less than 99.9% | 10% of the monthly fee |
| 98.0% to less than 99.0% | 25% of the monthly fee |
| Less than 98.0% | 50% of the monthly fee |
4.2 For yearly plans, the monthly fee is the yearly price divided by 12.
4.3 Credits are applied to your account and deducted from your next invoice. They are not paid in cash, except when your Service ends and you have no further invoices, in which case we refund unused credits to your original payment method.
4.4 The total credits in any calendar month will not exceed 50% of the monthly fee for the affected Service.
5. Exclusions
5.1 Downtime does not include unavailability caused by:
- scheduled maintenance that we announced at least 48 hours in advance, up to 4 hours per month;
- emergency maintenance needed to fix a critical security vulnerability, where we tell you as soon as reasonably possible;
- your code, content or configuration, including errors in WordPress, themes, plugins or custom scripts, PHP or database errors, exceeding your plan's resource limits, or changes you make to DNS, .htaccess or other settings;
- your domain name or DNS being expired, misconfigured or managed by a third party;
- suspension or limitation of your account in line with our Terms or Acceptable Use Policy;
- denial-of-service attacks or other malicious traffic that exceeds what can reasonably be mitigated;
- third-party failures outside our network, such as internet backbone providers, your internet connection, or external services your site depends on; or
- events outside our reasonable control, as described in our Terms.
6. Data and backups
6.1 This SLA covers availability only. Our hosting plans do not include backups, and this SLA does not commit us to recover, restore or recreate any data. You are responsible for keeping your own up-to-date copies of your website files, databases and email, as set out in section 2.4 of our Terms.
7. How to claim
7.1 To claim a credit, email a support ticket to support@getradi.eu within 30 days of the end of the month in which the Downtime happened. Include:
- the Service and domain affected;
- the dates and times (with time zone) of the Downtime you experienced; and
- any monitoring data you have.
7.2 We will review your claim and reply within 10 working days. If it is approved, we will apply the credit to your account.
7.3 To be eligible, your account must be in good standing, with no overdue invoices.
8. Support response targets
8.1 Technical support is available 24 hours a day, 7 days a week through support tickets sent by email to support@getradi.eu. Phone sales enquiries are handled Monday to Friday, 9:00–18:00 UK time.
8.2 We aim to send a first response to tickets within the following times. These are targets, not guarantees, and service credits do not apply to them.
| Priority | Example | First-response target |
|---|---|---|
| Critical | Your website or email is completely unavailable because of a problem on our platform | Within 1 hour |
| High | A key feature is degraded, such as slow performance or failing email delivery | Within 4 hours |
| Normal | Configuration questions, how-to questions and non-urgent requests | Within 12 hours |
| Sales and billing | Plan, invoice and payment questions | Within 1 working day |
9. Sole remedy
9.1 Service credits are your sole financial remedy for Downtime covered by this SLA. If you are a consumer, this does not affect your statutory rights, including your rights under the Consumer Rights Act 2015.
10. Changes
10.1 We may update this SLA. We will give at least 30 days' notice by email of any change that reduces your entitlements, and you may cancel the affected Service before the change takes effect, as set out in our Terms.