Applies exclusively to the Scalable Cloud Solutions plans.
UKHost4u Cloud Hosting Service Level Agreement
This Service Level Agreement (SLA) for Cloud Hosting is applicable to clients who have engaged with UKHost4u for scalable web application hosting services. Clients should anticipate a response from the UKHost4u Support Team within a maximum of two (2) hours during regular business hours, and within a maximum of ten (10) hours at all other times. It is important to note that the remedies outlined in this SLA constitute the sole and exclusive resolutions for any service failures.
 1. Standard Service Level Agreement |
 2. Critical Infrastructure |
 3. Platform Uptime |
4. Suppor And Platform Management | 
5. Backups | 
6. Service Credit Conditions |
Standard Service Level Agreement
This Cloud Hosting Service Level Agreement (SLA) applies to clients that have contracted for scalable web applications hosting services with UKHost4u. Clients can expect a reply (at minimum) from UKHost4u Support Team within two (2) hour(s) during normal business hours, and within ten (10) hours during all other times.
The remedies set forth within this SLA are your sole and exclusive remedies for any failure of the service.
Network
Internal Network
The internal network includes the cables, switches, routers, and firewalls within our network perimeter, under our exclusive control, or the control of our immediate upstream network partners.
Downtime
Internal network downtime exists when two Cloud servers provided by UKHost4u at the same hosting location cannot communicate with each other for a consecutive period in excess of sixty (60) minutes due to a fault within the internal network.
Note that internal network downtime does not cover any other reason for communication difficulties such as incorrect configuration on either server or firewall restrictions.
Guarantees
UKHost4u guarantee 100% uptime for internal network connectivity.
Remedies
Service credits as a percentage of the total fees you consumed in our Cloud services in the calendar month before the relevant outage:
| Monthly Uptime | Credits from monthly fees |
| <100% | 10% |
| <99.5% | 25% |
| <95% | 50% |
| <90% | 100% |
External Network
We define the external Network, also called “Internet Network” includes third party networks between the internal network and end user Internet connections. It excludes end user Internet connections and their respective provider networks, as these are the exclusive remit of the respective end user connectivity provider (ISP) and cannot be influenced or circumvented by any hosting provider.
Downtime
External network downtime exists when a Cloud server provided by UKHost4u cannot send and receive data to and from the Internet for a consecutive period in excess of sixty (60) minutes due to a fault within the external network.
For practical purposes, a Cloud server is not considered to be experiencing external network downtime providing that it can send and receive data to and from at least any two (2) major transit networks as defined by UKHost4u.
Guarantees
UKHost4u guarantees a 99.99% uptime within a calendar month.
Remedies
Service credits as a percentage of the total fees consumed in our Cloud services in the calendar month before the relevant outage:
| Monthly Uptime | Credits from monthly fees |
| Over 99.99% | – |
| <99.99% | 10% |
| <99.5% | 25% |
| <95% | 50% |
| <90% | 100% |
Critical Infrastructure
A critical infrastructure includes power and HVAC, including UPS equipment and cabling, but excludes server hardware, software, and power supply units (PSUs).
Guarantees
UKHost4u guarantee a 100% uptime for all critical infrastructures.
Downtime
Critical infrastructure downtime exists when your service is offline due to power or heat problems and is measured from the first of:
- When infrastructure monitors alert our engineers.
- When a technical support ticket is created to report a service problem with a critical infrastructure failure as the root cause.
Remedies
Service credits as a percentage of the total fees you consumed in our Cloud services in the calendar month before the relevant outage:
| Monthly Uptime | Credits from monthly fees |
| <100% | 10% |
| <99.5% | 25% |
| <95% | 50% |
| <90% | 100% |
Platform Uptime
The platform includes the physical hardware and any composite software layers such as virtualization and automation technology responsible for providing the Jelastic Cloud hosting service.
Guarantees
Downtime caused by platform defects will be corrected within a maximum time period of sixty (60) minutes from us identifying the specific fault for services.
Downtime
Platform downtime exists when one or more Cloud servers within your environment is not running and cannot be started due to hardware or underlying software layer problems and is measured from the first of:
- When infrastructure monitors alert our engineers.
- When a technical support ticket is created to report a service problem with a critical platform failure as the root cause.
Remedies
Service credits as a percentage of the total fees you consumed in our Cloud services in the calendar month before the relevant outage:
| Monthly Uptime | Credits from monthly fees |
| <Within 10 minutes | – |
| <1 hour | 10% |
| <4 hour | 15% |
| <12 hour | 25% |
| Over 12 hour | 50% |
Support And Platform Managmeent
Support and Platform Management refers to the technical assistance and administration conducted by UKHost4u to help you with your Cloud environments. It forms a critical part of our service to you and we know it makes the difference between your services working exactly as you need or malfunctioning and causing hours of headaches for you and your clients.
Scope
Support and Platform Management comes for free with our Cloud hosting and includes the following in relation to your service provided by us:
- Troubleshooting and resolution of issues affecting the operation of preinstalled software stacks such as Apache, Nginx, Tomcat, MySQL.
- Upgrade, patching, configuration, and optimization of preinstalled software
- Expert advice for tuning/configuring preinstalled software stacks for optimum performance and stability such as tuning MySQL configuration.
- Troubleshooting and resolution of all platform and related issues.
For the avoidance of doubt, this leaves the following as customer responsibilities:
- Configuration tasks within the Cloud dashboard interface such as deploying a new server.
- Website and application software development / installation / debugging.
- Operation of your own personal computer (we will try to assist with this where reasonably possible, but we cannot support problems with your personal computer).
Guarantees
Support and Platform Management is provided on a 24/7/365 basis. Although we aim to provide all customers with rapid and efficient technical assistance at all times, where response times are measured in minutes, we also guarantee that the maximum response time to any new support request will be as follows for services with:
- High severity in case your environment is down or unstable for example: six (6) hours.
- We aim to answer within 60 minutes.
- Normal severity such as assistance tuning MySQL: twelve (12) hours.
- We aim to answer within 2 hours.
- Low severity such as feature request for the Cloud: twenty four (24) hours.
- We aim to answer within 4 hour.
1. Response Time
Note that response times are measured from the time a ticket is created in our helpdesk, until the time an engineer logs an initial response or update the status within the ticket. This response will usually indicate findings of the engineer’s preliminary investigation into your issue.
2. ETA
We take responsibility for resolving a diverse range of issues of significantly varying complexity, so a reasonable time for resolving one issue is entirely unreasonable for resolving another. Therefore we are unable to guarantee support request resolution time and cannot provide any specific ETA (though other aspects of this SLA address fault repair guarantees).
3. Merging tickets
All of our engineers are technical experts in their field, and we aim to resolve all issues as fast as possible. If we determine that multiple tickets are opened about the same or closely related issues, we may merge the related tickets and reply to you only in one ticket. Any such superfluous tickets will be closed and excluded from this guarantee.
4. Holidays periods and bank holidays
During the following holiday periods and bank holidays (exclusively) we operate with a reduced staffing level and may provide a reduced support service during which the maximum response time guarantee does not apply to low priority tickets.
This allows us to ensure we can maintain a high-quality support service for all other issues. We will assess the severity of a ticket based on our reasonable understanding of the impact on a customer’s business.
Bank holidays and holiday period are set as follow:
- December 24th 4:00 am to December 27th 4:00 am (UTC).
- December 31st 4:00 am to January 2nd 4:00 am (UTC).
Communication will be sent to all customers if we operate with reduced staff a week prior the day in question.
5. Support request
Support requests can only be logged in via our Ticket system. For security measures no account changes, environments modifications can be processed via our Live Chat and needs to be logged using the ticket system.
Ticket Escalations
We offer a ticket escalation method for the majority of our services for use when an issue is having a significant impact upon your business.
You can request the ticket escalation, if applicable to your service, by requesting its escalation to our staff via our Telephone, ticket system or using our Live Chat.
Remedies
Service credits as a percentage of the total fees you consumed by the relevant environment on our Cloud services in the previous calendar month:
| Monthly Uptime | Credits from monthly fees |
| < 1 hour | 2% |
| <4 hours | 5% |
| Over 4 hour | 10% |
Backups
We take regular full backups of your Cloud environment as part of our service. Very few providers offer any guarantees at all when backing up your servers, even though most charge extra for it!
Frequency
A backup snapshot of your Cloud environment is taken automatically every day.
Retention Policy
We retain a rolling backup history, so that we can restore any one or more files from any of your recent backups upon request. The number of backup recovery snapshots held is seven (7) snapshots.
Guarantees
Backup integrity and availability are very important to us, but in rare cases operational reasons such as software or hardware malfunction, or a backup or restore process taking longer than normal to complete, may prevent us from maintaining the configured backup frequency or overall number of backup snapshots.
Remedies
Service credits: If less than the number of backups is available your service for the affected Cloud server or servers within your environment will be provided free of charge until we reach the guaranteed level of backup restore points.
Service Credit Conditions
Frequency
A backup snapshot of your Cloud environment is taken automatically every day.
- The total value of service credits issued for any service in any one (1) month cannot exceed 100% of the total fees you consumed in our Cloud services in the previous calendar month.
- Requests for service credits must be submitted in writing to our billing department within 5 business days of the related incident using our ticket system.
- You must open a support case during the failure in question, including detailed information about the problem experienced and steps to reproduce the error symptoms. In most circumstances this will be considered as the start time for the downtime.
- Service credits will not be aggregated if multiple failures overlap; you will receive credit as applicable only to the service component which we identify as the root cause.
- Service credits are non-transferable and may only be applied to future service delivery on the account they are issued to and cannot be exchanged for cash or other forms of payment. Any outstanding or previously accrued service credits will be forfeited upon cancellation of the Customer’s account.
- All downtime measurements will be exclusively at our discretion, and our sole decision in respect of service credit entitlement and amount will be final and binding.
- Free trial accounts, accounts that are past due, have been in payment arrears two (2) or more times in the previous twelve (12) months, or have outstanding AUP violations, waive any right to claim under this SLA.
- Excludes periods of scheduled and emergency maintenance, issues arising due to acts or omissions of the Customer, or the occurrence of a Force Majeure event.
- Where multiple servers are load balanced in a cluster configuration, this SLA shall only apply in the event the entire cluster experiences downtime as defined within each SLA section, because a load balanced cluster is intentionally designed to be fault tolerant and allow one or more servers to be offline without service impact.
Should you have any further questions or queries, please feel free to contact our Support team directly using our ticket system.
Thank you for your understanding.
