Our Service Level Agreement.

This Service Level Agreement (“SLA”) forms part of the Velocitas Terms and Conditions and applies to eligible Services provided by Velocitas unless otherwise agreed in writing as part of a bespoke agreement.

This SLA applies to standard shared hosting, reseller hosting, managed hosting, VPS, and dedicated server services operated directly by Velocitas.

1. Definitions

For the purposes of this SLA:

• “Business Day” means Monday to Friday excluding public holidays in England and Wales.
• “Network Availability” means the ability for inbound and outbound traffic to pass through the Velocitas network to the public internet, measured at the network edge.
• “Service Credit” means account credit issued in accordance with this SLA.
• “Downtime” means a complete loss of Network Availability to the affected Service, excluding excluded events detailed in this SLA.

Availability calculations and downtime determinations shall be based solely on Velocitas internal monitoring systems, diagnostics, and logs.

2. Service Availability

Velocitas will use commercially reasonable efforts to provide 99.9% monthly Network Availability for covered Services.

A Service shall be considered unavailable only where:

• the Service is completely inaccessible from the public internet; or
• there is severe degradation preventing normal operation of the Service.

Intermittent latency, packet loss, software issues, or degraded performance that does not materially prevent normal operation shall not automatically constitute downtime.

3. Scheduled Maintenance

Scheduled maintenance, emergency maintenance, security mitigation activity, hardware replacement, upgrades, and maintenance windows shall not count towards downtime calculations.

Where reasonably practicable, advance notice of scheduled maintenance will be provided via email, service announcements, or the client portal.

Emergency maintenance may be performed without notice where necessary to protect the stability, integrity, or security of the network or Services.

4. Support Response Targets

Velocitas will prioritise support requests based on severity and operational impact.

Response targets are measured from the time a support ticket is received through the official support system.

These targets are goals only and are not guaranteed resolution times.

Critical Priority

Examples include:

• complete server outage;
• complete loss of connectivity;
• severe service degradation affecting production services.

Velocitas will:

• acknowledge the issue within 30 minutes where reasonably practicable;
• investigate continuously during the incident;
• provide regular progress updates where possible; and
• use commercially reasonable efforts to restore service as quickly as possible.

Critical incidents are monitored 24 hours per day where applicable.

High Priority

Examples include:

• major functionality impairment;
• critical defects with available workarounds;
• issues materially affecting business operations.

Velocitas will:

• acknowledge the issue within 2 hours during normal support operations;
• provide updates during ongoing investigation where appropriate; and
• use commercially reasonable efforts to restore normal functionality.

Standard Priority

Examples include:

• isolated issues;
• minor operational defects;
• general support enquiries;
• non-service affecting requests.

Velocitas will:

• acknowledge requests within 1 Business Day; and
• use reasonable efforts to provide resolution or guidance within 2 Business Days where reasonably practicable.

5. SLA Exclusions

This SLA does not apply to interruptions, failures, degradation, or downtime resulting from:

• scheduled or emergency maintenance;
• customer-caused outages or misconfiguration;
• software, scripts, or applications installed or managed by the customer;
• customer excessive resource usage;
• suspension due to unpaid invoices or Terms violations;
• DDoS attacks, malicious traffic, hacking attempts, or abuse incidents;
• upstream provider or carrier failures;
• DNS propagation or external DNS issues;
• internet congestion or routing problems outside the Velocitas network;
• force majeure events;
• failures of third-party software or control panels;
• hardware supply chain delays;
• beta, trial, development, or unsupported services;
• issues affecting only individual websites, scripts, or applications rather than core infrastructure.

Unmanaged services are provided without any guarantee relating to software configuration, operating system administration, or customer-managed environments.

6. Backups and Data Protection

Any backup systems or snapshots provided by Velocitas are supplied on a best-efforts basis only.

Velocitas does not guarantee:

• the availability of backups;
• the integrity of backups;
• successful restoration of backups; or
• the retention of any specific backup copies.

Customers remain solely responsible for maintaining independent off-site backups of all data, websites, emails, databases, configurations, and Hosted Materials.

Velocitas shall not be liable for data loss, corruption, deletion, failed restoration attempts, incomplete backups, or inability to recover data for any reason.

7. Service Credits

Where monthly Network Availability falls below the Service Availability target, eligible customers may request Service Credits as follows:

Service Credits apply only to the monthly recurring fee for the affected Service.

For annually billed services, the monthly recurring fee shall be calculated as one twelfth of the annual fee paid.

The maximum Service Credit available in any calendar month shall not exceed 100% of the monthly recurring fee for the affected Service.

8. Claiming Service Credits

To request a Service Credit, the Client must submit a written request via the client portal or support system within 7 days of the incident.

Requests must include:

• the affected Service;
• the date and time of the incident; and
• sufficient details to assist investigation.

Failure to submit a request within this timeframe shall constitute a waiver of any entitlement to Service Credits.

Velocitas will determine eligibility for credits based on internal monitoring and incident records.

9. Credit Limitations

Service Credits:

• are applied as account credit only;
• have no cash value;
• are non-transferable;
• may only be used against future invoices; and
• shall not be refunded as monetary compensation.

Credits shall not be issued where:

• the customer account is overdue;
• the Service is suspended;
• the customer is in breach of the Terms and Conditions; or
• the incident falls within an SLA exclusion.

10. Exclusive Remedy

Service Credits provided under this SLA constitute the Client’s sole and exclusive remedy for any failure to meet the service levels described in this SLA.

Nothing in this SLA shall operate to increase or expand any liability limitation contained within the Velocitas Terms and Conditions.

11. Bespoke SLA Agreements

This SLA represents the standard service level commitment provided with eligible Services.

Customers requiring enhanced uptime guarantees, dedicated response targets, contractual escalation procedures, or tailored service commitments may request a bespoke SLA agreement subject to separate commercial terms and pricing.

Please contact Velocitas for further information regarding bespoke SLA options.