1. Uptime Guarantee
ABR Hosting LTD ('ABR Hosting', 'we', 'us', or 'our') guarantees a 99.96% uptime for all services covered by this Service Level Agreement ('SLA'). This means that we strive to ensure our services are accessible and operational for at least 99.96% of the time in any given month (a maximum of approximately 17.5 minutes of unplanned downtime per month).
Where we fail to meet this uptime guarantee, clients are eligible for a service credit against their next invoice for the affected service, calculated on a sliding scale based on actual monthly uptime:
- 99.0% – 99.95% uptime: service credit of 10% of that month's charge for the affected service.
- 95.0% – 98.99% uptime: service credit of 25% of that month's charge for the affected service.
- Below 95.0% uptime: service credit of 100% of that month's charge for the affected service.
Service credits are applied to your account as a credit toward future invoices and cannot be exchanged for a cash refund. The uptime guarantee and associated service credits are subject to the following exceptions:
- Scheduled Maintenance: Downtime that occurs during scheduled maintenance periods is not covered by this uptime guarantee. We will endeavour to schedule maintenance during periods of low usage and provide at least 48 hours' advance notice by email wherever possible.
- DDoS Attacks: Downtime resulting from Distributed Denial of Service (DDoS) attacks is not covered by this uptime guarantee. While we provide DDoS protection as outlined in this SLA, the nature of DDoS attacks means that some disruption may be unavoidable.
- Client-Induced Downtime: Downtime caused by the actions or inactions of the client, such as misconfiguration of software or failure to maintain their systems, is not covered by this uptime guarantee.
- Hardware Replacement (Dedicated Servers only): Downtime while we replace a failed physical component is not covered by this uptime guarantee, but is separately covered by the hardware-replacement commitment in Section 2 below.
How we measure uptime
We measure uptime using our own external network monitoring, which checks reachability of each service at regular intervals no greater than 5 minutes apart. A service is treated as down for a given interval if our monitoring records it as unreachable for that entire interval. Monthly uptime percentage is calculated as (total minutes in the month − total minutes recorded as down, excluding the exceptions above) ÷ total minutes in the month.
How to claim a service credit
Service credits are not applied automatically. To claim one, email support@abrhosting.com within 30 days of the end of the affected month, referencing the affected service and the approximate dates/times of the downtime. We will confirm the outcome, by reference to our monitoring records described above, within 10 business days.
2. Services Covered
This SLA covers the following ABR Hosting services:
- Shared Web Hosting
- Virtual Private Servers (VPS)
- Cloud VPS
- Game Servers
- Dedicated Servers, subject to the hardware-replacement commitment below in place of a standard uptime service credit for hardware-related downtime
Dedicated Server hardware replacement
Because dedicated servers run on single physical machines, hardware failure is handled differently from the network-level uptime guarantee above. If a physical component of your dedicated server fails (for example, a disk, PSU, or RAM module), we will use commercially reasonable efforts to diagnose and replace the failed component within 4 hours of you reporting the fault (or of our monitoring detecting it), during our standard support hours, and within 8 hours outside standard support hours. If we miss this window, you are entitled to a service credit of 5% of your monthly charge for each full hour beyond the window, up to a maximum of 100% of that month's charge. This section does not cover data loss — see 'Client Responsibilities' below and our Disclaimer regarding data on a reinstalled or replaced server.
3. DDoS Protection
ABR Hosting provides best-effort DDoS protection for all services covered by this SLA. Our DDoS protection is designed to mitigate common DDoS attacks and ensure service continuity. However, we cannot guarantee protection against all types or sizes of DDoS attacks.
In the event of a DDoS attack that exceeds our mitigation capacity, we may temporarily suspend the affected service to protect the overall network; we will notify you as soon as reasonably possible when we do this and restore service as soon as the attack has been mitigated or has subsided. If you require guaranteed DDoS protection above our standard offering, please contact our sales team to discuss enhanced DDoS protection options.
4. Client Responsibilities
To ensure that we can provide the best possible service, clients are required to:
- Comply with ABR Hosting's Fair Use Policy.
- Maintain the security of their account and promptly report any unauthorised access or security breaches.
- Promptly report any service disruptions or performance issues to ABR Hosting's support team.
- Maintain appropriate independent backups of their data. Where your plan includes ABR Hosting-provided backups, we perform these as described in your plan, but you remain responsible for verifying and, where the data is critical, independently backing up your data — including before requesting any operation that reinstalls or wipes a server, such as an OS reinstall or rescue-mode operation.
5. Limitations of Liability
This section governs specifically in relation to service availability and hardware replacement under this SLA, and takes precedence over the general limitation of liability in our Terms and Conditions on that specific subject, consistent with the order of precedence set out there. On all other matters (for example, a claim unrelated to uptime or hardware replacement), the Terms and Conditions' general limitation of liability applies.
Subject to the 'Disclaimer' carve-outs in our Terms and Conditions (which are not overridden by this SLA), ABR Hosting's liability for downtime or hardware-replacement delays is limited to the service credits described in Sections 1 and 2 above. ABR Hosting is not liable for:
- Any losses or damages caused by client error or failure to comply with the client's responsibilities outlined in this SLA.
- Any losses or damages caused by third-party services or software used in conjunction with ABR Hosting's services.
- Any loss of data, income, or profits arising from downtime, except to the extent the loss of data arises from our own failure to perform a backup service actually included in your plan.
- Any indirect or consequential damages.
6. SLA Review and Modifications
ABR Hosting may update this SLA from time to time, for example to reflect changes in our infrastructure or monitoring. We will give at least 30 days' notice by email of any change that reduces the uptime guarantee, the service-credit scale, or the hardware-replacement commitment described above, before that change takes effect for existing clients.