Last updated: August 2026
This Service Level Agreement (SLA) explains HostSys UK’s approach to service availability, planned maintenance, service monitoring and support for its hosting services.
This SLA should be read together with the HostSys UK Terms and Conditions. Where there is any conflict between this SLA and the Terms and Conditions, the Terms and Conditions take precedence unless expressly stated otherwise.
Service Availability
HostSys UK uses reasonable endeavours to make its servers and hosting services available to customers. HostSys UK aims to provide reliable and continuous hosting services but, as described in Clause 7 of the Terms and Conditions, the Services are provided through computer and telecommunications systems and cannot be guaranteed to be uninterrupted or error-free.
HostSys UK therefore does not currently provide a contractual uptime guarantee or service credit based solely on a stated percentage of availability.
99.99% Availability Target
HostSys UK may publish a 99.99% availability target for applicable hosting infrastructure and services. This figure represents a service objective and should not be interpreted as a contractual guarantee that services will be available without interruption.
A 99.99% availability target corresponds to approximately 4 minutes and 23 seconds of downtime during a 30-day period.
Actual service availability may vary due to maintenance, technical incidents, customer configuration, third-party services and circumstances outside HostSys UK’s reasonable control.
What Does the Service Availability Target Cover?
The service availability target relates to the HostSys UK hosting infrastructure and network services used to provide eligible hosting services.
- Hosting server availability
- Network connectivity to HostSys UK hosting infrastructure
- Core infrastructure supporting hosted websites and applications
- Infrastructure used to deliver eligible hosting services
The target does not guarantee that an individual customer website, application, script, database or third-party service will always be available.
Website and Application Availability
The availability of an individual website or application may be affected by customer-controlled software, configuration, programming, databases, plugins, scripts, domain settings or third-party services.
Customers are responsible for ensuring that their website and application software is correctly configured, maintained and compatible with the hosting environment.
Planned Maintenance
HostSys UK may perform planned maintenance, upgrades, security updates and infrastructure improvements to maintain and improve the reliability and security of its Services.
Where reasonably possible, HostSys UK will provide advance notice of planned maintenance that is expected to affect customer services.
Planned maintenance is not considered a service failure where the maintenance is reasonably required to maintain, secure or improve the Services.
Emergency Maintenance
HostSys UK may carry out emergency maintenance without advance notice where reasonably necessary to protect the security, stability or integrity of its infrastructure, network or customer services.
Emergency maintenance may be required in response to security vulnerabilities, hardware failures, network problems, software issues or other urgent circumstances.
Circumstances Outside HostSys UK’s Control
Service availability may be affected by circumstances outside HostSys UK’s reasonable control. These circumstances are addressed by the Force Majeure provisions in Clause 15 of the HostSys UK Terms and Conditions.
- Internet service provider failures
- Telecommunications carrier failures
- Government or regulatory action
- Natural disasters
- Fire, flood or other major incidents
- War, strikes or industrial action
- Third-party equipment or service failures
- Major security incidents or attacks
- Other events outside HostSys UK’s reasonable control
Customer Responsibilities
Customers are responsible for the operation and maintenance of their own website content, software and applications.
- Keeping website software and applications appropriately maintained
- Using supported software and technologies
- Maintaining secure account credentials
- Maintaining correct domain and DNS configuration
- Ensuring customer software does not adversely affect other customers or the HostSys UK infrastructure
- Complying with the HostSys UK Acceptable Use Policy
- Maintaining independent copies of important data where appropriate
Customers must also comply with the server usage requirements contained in the HostSys UK Terms and Conditions, including the provisions relating to excessive resource usage.
Support
HostSys UK provides customer support through its available support channels.
Support response times may vary according to the nature, complexity and urgency of the issue. HostSys UK will use reasonable endeavours to respond to customer support requests as promptly as possible.
Support response times are not guaranteed resolution times and do not create a separate service availability guarantee.
Service Incidents
When HostSys UK becomes aware of a significant service incident, its technical team will investigate the issue and take reasonable steps to restore affected services as soon as reasonably practicable.
Where appropriate, HostSys UK may provide service updates through its support channels, customer communications or service status information.
Backups and Website Restoration
HostSys UK provides website backup services in accordance with its separate Backup & Restore Policy.
The Backup & Restore Policy describes the backup service, including backup retention, supported website data and available restoration options.
Customers should maintain independent copies of critical business and website data where appropriate. HostSys UK does not recommend relying solely on hosting backups as the only copy of important data.
Data Loss and Restoration
Customers acknowledge that data loss or corruption can occur as a result of hardware failure, software errors, security incidents, customer actions or other circumstances.
Where backup and restoration services are available, HostSys UK will provide those services in accordance with the current Backup & Restore Policy and the customer’s hosting configuration.
Customers should verify their website and application following any restoration.
No Separate Service Credits
Unless expressly stated otherwise for a specific HostSys UK service or promotion, this SLA does not provide automatic service credits or refunds for periods of service interruption.
Any refunds or credits that may be available are subject to the HostSys UK Terms and Conditions and any applicable product-specific terms.
Limitation of Liability
Nothing in this SLA changes the limitations of liability contained in the HostSys UK Terms and Conditions.
In particular, Clause 12 of the Terms and Conditions sets out HostSys UK’s liability limitations in relation to claims arising from the Services.
Money-Back Guarantee
The HostSys UK money-back guarantee is separate from this SLA and is governed by the applicable refund and cancellation provisions in the HostSys UK Terms and Conditions.
Where a hosting product qualifies for the money-back guarantee, customers should follow the refund procedure and time limits specified in the applicable terms.
Relationship With the HostSys Terms and Conditions
This SLA forms part of the information provided by HostSys UK concerning its Services and should be read together with the HostSys UK Terms and Conditions, Acceptable Use Policy, Backup & Restore Policy and applicable product specifications.
Where there is a conflict between this SLA and the HostSys UK Terms and Conditions, the Terms and Conditions shall take precedence unless the applicable service terms expressly provide otherwise.
Changes to This Service Level Agreement
HostSys UK may update this SLA from time to time to reflect changes to its Services, infrastructure, monitoring systems or legal requirements.
The current version of this SLA will be published on this page.
Contact HostSys Support
If you experience a service issue or have questions about service availability, maintenance, backups or support, please contact HostSys UK Support.