Uphost Ltd is committed to providing a reliable and high-quality service.
This Service Level Agreement outlines the level of service you can expect from us, including how we monitor and respond to issues, and the steps we take to maintain performance and availability.
Uphost provides customer support via phone and email between 9:00am and 5:00pm, Monday to Friday (excluding bank holidays).
Emails are acknowledged automatically within 10 minutes, and we aim to resolve issues within one business day where possible.
All websites are monitored continuously using third-party monitoring systems. If downtime is detected, our out-of-hours team is notified and will begin investigating immediately. You can also contact the team at any time via [email protected].
Uphost utilises industry-leading infrastructure providers to deliver a reliable service.
Whilst we aim for high levels of uptime, availability is dependent on a combination of systems including hosting platforms, networks, and hardware providers. As such, uptime targets provided by these suppliers (typically up to 99.995%) are indicative rather than guaranteed directly by Uphost Ltd.
Downtime refers to any period where your website is unavailable due to a failure in services directly managed by Uphost Ltd.
We continuously monitor all websites and aim to identify and resolve issues as quickly as possible. If downtime occurs, we will investigate promptly and take all reasonable steps to restore service.
Your website may rely on third-party providers, including but not limited to hosting platforms (e.g. Cloudways), DNS and security services (e.g. Cloudflare), and domain registrars (e.g. GoDaddy). Any downtime caused by these providers is outside of Uphost Ltd’s direct control.
In such cases, we will:
• Investigate the issue
• Communicate updates where possible
• Work with the provider to restore service
Downtime is measured from when it is identified by our monitoring systems or reported to us, until service is restored.
While we aim to maintain a highly reliable service, service credits may be applied in limited cases where downtime is directly and solely attributable to Uphost Ltd.
Downtime resulting from third-party providers, external services, or factors outside our control is excluded from any service credit entitlement.
Under no circumstances shall Uphost Ltd be liable for:
• Loss of revenue
• Loss of business
• Loss of data
• Any indirect or consequential losses arising from downtime or service interruption
Any service credits issued are:
• At the sole discretion of Uphost Ltd
• Limited to the value of the monthly service fee
• Capped at 100% of the monthly charge
If a technical issue occurs, we will take all reasonable steps to diagnose and resolve the problem as quickly as possible.
This may include:
• Fixing errors within the website
• Reverting to a recent backup
• Working with third-party providers where necessary
Resolution times may vary depending on the nature and source of the issue.
Uphost Ltd relies on trusted third-party providers to deliver parts of the service, including but not limited to:
• Hosting infrastructure
• Domain registration
• DNS and security services
• Email platforms
We are not responsible for outages, failures, or disruptions caused by these providers. However, we will always act in good faith to support resolution and minimise disruption wherever possible.
Service levels and any associated remedies do not apply where issues arise from:
• Third-party provider outages or failures
• Force majeure events
• Client actions, misconfigurations, or misuse
• Unauthorised access or security breaches due to insufficient precautions
• Planned maintenance
• Client breach of agreement
• Limitations or restrictions imposed by the client
• Software or hardware defects outside our control
This Service Level Agreement outlines our commitment to delivering a reliable and responsive service. While we strive to maintain high availability and performance at all times, the nature of web services means some factors remain outside of our direct control.
