Service Level Agreement

The Policies and Terms listed on this page apply to your purchase and use of any services ElySpace makes available to you. To review any of our Policy/Terms please click on the corresponding name in the left-hand side menu.

Last updated: 18 September 2026

What is this?

This Service Level Agreement (“SLA”) sets out the uptime we commit to for the services it covers, how we measure it, what does not count, and what you get if we miss the target. It forms part of your agreement with ElySpace IT Services LLP and should be read with our Terms of Service, our Service Agreement and our Resource Usage Policies.

This SLA replaces the uptime terms that previously appeared at clause 3.3 of the Service Agreement. Where this SLA and clause 3.3 differ, this SLA governs.

Definitions

  • Available means that the service responds normally to a check of the kind described under How we measure uptime.
  • Downtime means any full minute during a Measurement Period in which the service was not Available, other than a minute that is excluded under What does not count as downtime.
  • Measurement Period means each contract year.
  • Excluded Time means the minutes described under Scheduled and emergency maintenance and What does not count as downtime.
  • Service Credit means an amount credited to your ElySpace account under this SLA. Service Credits are credits against future ElySpace charges. They are not cash refunds.
  • Uptime Target means the percentage set out under Our uptime commitment for the product you have bought.

What this covers, and what it does not

This SLA covers the availability of the following services:

  • web hosting, business hosting, managed hosting, cloud hosting, cloud servers and VPS servers

This SLA does not cover, and no Service Credit is payable for, any of the following. This list carries forward the exclusions already in clause 3.3 of the Service Agreement.

  • Domain name registration, transfer and renewal.
  • Software licences, including WHMCS, LiteSpeed, cPanel, CloudLinux and Imunify360.
  • Setup fees and labour charges.
  • Automated remote backups.
  • SSL certificates.
  • Any other service that is not the hosting service whose availability is being measured.
  • The AI website builder, the AI domain generator, MagizAI, the website builder, web design and ads management. No availability commitment is offered for these services, and no service credits are available for them
  • Any free trial, promotional period or beta service.

Control panel availability and email delivery: excluded. This SLA does not cover control panel availability, and it does not cover inbound or outbound mail delivery

Our uptime commitment

We commit to making each covered service Available for at least the following percentage of the time in each Measurement Period, excluding Excluded Time:

  • Web hosting: 99.9%
  • Business hosting: 99.9%
  • Managed hosting: 99.9%
  • Cloud hosting: 99.9%
  • Cloud servers: 99.9%
  • VPS servers: 99.9%

One Uptime Target of 99.9% applies to every service this SLA covers. Any other service, including WordPress hosting, reseller hosting, WHMCS hosting, VDS servers, Windows hosting and Windows servers, is covered only where its own order or agreement expressly says so.

How we measure uptime

We calculate uptime for each Measurement Period as:

Take the total number of minutes in the Measurement Period. Subtract the Excluded Time. That gives you the minutes we are measured on. Subtract the Downtime from that figure, divide the result by the minutes we are measured on, and multiply by 100. That is the uptime percentage for the Measurement Period.

What we check, and how:

  • Web, business, managed and cloud hosting. An HTTP or HTTPS request to your primary domain, from outside our network, returning a response that is not a server error.
  • Cloud servers and VPS servers. The ability to reach the instance’s public IP address at network level from outside our network.
  • Monitoring. We check availability with automated monitoring from outside our network.
  • When an incident starts. We count Downtime from when our monitoring first detects that the service is not Available until it responds normally again.

Our monitoring records are the primary evidence of whether a service was Available. If you have your own monitoring data covering the same period, send it with your claim and we will consider it alongside our own records.

Scheduled and emergency maintenance

Scheduled maintenance. We sometimes need to take a service offline to maintain, patch or upgrade it. We give notice of scheduled maintenance in advance, by email to your account address and on our status page at my.elyspace.com/serverstatus.

Scheduled maintenance is Excluded Time.

Emergency maintenance. Emergency maintenance means work we have to do at short notice to preserve the security or the integrity of a service or of our network. It is Excluded Time. We will tell you as soon as we practically can, and we will publish a short account of what happened afterwards.

What does not count as downtime

The following are Excluded Time and no Service Credit is payable for them.

  • Scheduled maintenance within the cap above, and emergency maintenance.
  • System or hardware upgrades notified in accordance with the scheduled maintenance terms above.
  • Domain name system problems outside ElySpace’s control.
  • Problems with your own browser, DNS resolver or caching that make a service appear unavailable to you when others can reach it.
  • Anything you or your employees or agents do or fail to do that causes the service to become unavailable, including a misconfiguration, a failed update or a script you install.
  • Third-party software, plugins, themes and applications that you install or ask us to install.
  • Any negligence or wilful misconduct, and any use of the services in breach of our Terms of Service or our Resource Usage Policies.
  • Downtime caused when you reach the maximum resource allocation for your plan, or when your account is throttled under the Resource Usage Policies.
  • Suspension of a service for non-payment, for a chargeback, or for a breach of our policies.
  • Denial-of-service and other attacks that exceed the protection included with the affected service.
  • Events outside our reasonable control. Clause 8.7 of the Service Agreement (Force Majeure) applies to this SLA and is not changed by it.

Service credits

If a covered service does not meet its Uptime Target in a Measurement Period, you can claim a Service Credit. We review each claim against our monitoring records and any evidence you send, and we tell you the outcome and the credit we will apply.

The rules that apply to all Service Credits:

  • Credits apply to the affected service only, not to your whole account.
  • Credits are applied to your ElySpace account. They are not paid out in cash. Account credits are governed by the Money-Back Guarantee and Refund Policies section of our Terms of Service, which provides that account credits remain available for two years after your last hosting account is cancelled and are forfeited after that.
  • We do not apply credits to an account with an overdue balance until the balance is paid.

How to claim a service credit

Service Credits are not applied automatically. To claim one:

  • Open a ticket with our Billing department at my.elyspace.com/submitticket.php. (Clause 3.3 of the Service Agreement told customers to raise a ticket “within your lab”; that is an internal name and is replaced by the address above.)
  • Tell us the dates and times of the Downtime, the domain name, and the name or IP address of the server affected. Attach any monitoring evidence you have.
  • Send the claim as soon as you can after the Downtime.

We will tell you the outcome of your claim and, where a credit is due, apply it to your account.

Service credits are your only remedy under this SLA

Where a Service Credit is given, it is your sole and exclusive remedy under this SLA for that failure to meet an Uptime Target. Nothing in this SLA changes the limitations of liability in section 5 and section 6 of the Service Agreement.

If you are a consumer, nothing in this SLA limits or excludes any right or remedy you have under the consumer protection law of the country where you live, where that law does not allow it to be limited or excluded.

Changes to this SLA

We may change this SLA. If we make a change that reduces the Uptime Target or the Service Credits for a service you already have, we will tell you by email to your account address before it takes effect. The current version is always the one on this page, and the date at the top tells you when it was last changed.

Questions?

If you are not sure whether an incident is covered, open a ticket with our Billing department at my.elyspace.com/submitticket.php before you spend time preparing a claim.