Service Level Agreement

Last updated: 19 September 2026.

This Service Level Agreement ("SLA") forms part of our Terms and Conditions. It applies to customers whose account is in good standing and whose invoices are paid up to date.

1. What this SLA covers

This SLA covers the availability of the hosting platforms and servers we sell. It does not cover the content of your website, the software you install on it, your own configuration, or any third-party service you connect to.

Availability means the platform responding to requests. A website that is reachable but slow because of its own code, a plugin, a database query or a traffic spike is not an outage under this agreement.

2. Our commitments, by product

Products with no uptime commitment. The following carry no availability commitment and no service credit, because the platforms behind them give us none:

• Business web hosting and Windows hosting — the platform publishes no availability commitment to us at all.
• Load balancers, block storage volumes, snapshots and backups — these are add-ons, and the platform that runs them excludes add-ons from its own availability commitment. The server they are attached to is still covered.
• Cloud Share and anything else sold as a beta or a trial.

We will always tell you what has happened and work to restore service on these, but there is no credit attached. If a written uptime commitment matters, choose cloud hosting, a cloud server or a managed cloud server.

3. How uptime is measured

The 99.99% figure on the largest dedicated ranges depends on the machine being built with redundant network links. Most are; ask us for yours if the difference matters, and we will tell you before you order rather than after an outage.

Uptime is measured per calendar month, per service, from our own monitoring and that of the platform the service runs on. It is calculated as:

(total minutes in the month − unplanned downtime minutes) ÷ total minutes in the month

Downtime begins when we detect the outage, or when you report it and we confirm it, whichever is earlier. It ends when the service is responding again.

4. What is excluded

The following are not counted as downtime:

• Planned maintenance announced in advance under section 6.
• Emergency maintenance needed to close a security hole, where waiting would put customers at greater risk.
• Your own software or configuration — code, plugins, themes, database queries, cron jobs, exceeding a plan's resource limits, or a change you or your developer made.
• Suspension of your service for non-payment or for a breach of our acceptable use rules.
• Problems outside the platform — your internet connection, your local network, DNS you host elsewhere, a domain that has expired, or a third-party API your site depends on.
• Denial-of-service attacks beyond the capacity of the protection included with the product, and attacks aimed at your site specifically.
• Force majeure — events beyond reasonable control, including natural disaster, war, national outages, cable cuts and government action.

5. Service credits

If we miss the commitment for a product in a calendar month, you may claim a credit against the monthly fee for the affected service:

How to claim. Open a ticket or email us within 30 days of the end of the month in question, telling us the service, the dates and times, and what you observed. We will check it against our monitoring and reply within ten working days.

Limits. Credits are applied to your account against future invoices; they are not paid out in cash. Total credits in any month will not exceed 100% of that month's fee for the affected service. Service credits are your sole and exclusive remedy for a failure to meet a commitment in this SLA.

6. Planned maintenance

We aim to give at least 24 hours' notice of planned maintenance that is expected to interrupt service, by email to the address on your account. We schedule it outside Pakistani business hours wherever the platform allows.

Much of this maintenance is carried out by the platforms our services run on, not by us, and we are told about it on their schedule. Some of them commit to 24 hours and some commit to nothing in particular. We pass on whatever notice we are given, as soon as we are given it, which is sometimes less than 24 hours and occasionally none at all where a security fix cannot wait.

7. Support response

These are the targets we work to, not a contractual commitment:

Urgent issues are best raised by phone. A ticket creates a record, which is useful for anything that needs one.

8. Backups are not covered by this SLA

Backups are a courtesy, not an obligation, on every product we sell — including the products where a backup is listed as an included feature.

Where backups are included, we will make every reasonable effort to restore your data when you ask, and in most cases we succeed. But we do not guarantee that a backup exists, that it is complete, or that a restore will succeed, and a failed or missing restore is not a breach of this agreement.

Keeping your own backups is your responsibility. Please take them, keep them somewhere other than the server they came from, and test that they restore. On products where backups are not included at all, this is the only protection you have.

Nothing in this section limits your rights under any separate written agreement we have signed with you.

9. Changes to this agreement

We may change this SLA. If a change reduces a commitment, we will tell customers of the affected product by email at least 30 days before it takes effect, and you may cancel that service without penalty before the change applies.

10. Contact

Service credit claims and questions about this agreement: sales@websols.net, or the office line on our contact page.