Our Promise To You
Your website is critical. We get that.
Nobody likes downtime or service interruptions, including us. So we'll do everything we can to avoid them for every project hosted on Servd's platform. But it's an unfortunate fact sometimes technology fails us and the unexpected happens.
Our SLA is in place to give you peace of mind and tells you what to expect from us if things do go wrong. It outlines our responsibility to you and the compensation you can expect if these responsibilities are not met.
99.9% service uptime
We promise that the Servd platform and your project will be up and running and contactable from the internet 99.9% of the time within any given month, excluding scheduled maintenance or conditions beyond our reasonable control as per our terms and conditions.
24/7 infrastructure monitoring
The platform powering your project will be monitored 24 hours a day. Any triggered alerts will be investigated and remedied by us within a reasonable period of time.
3 hour customer support response
We'll respond to your email within 3 hours during our core working hours (10am – 6pm Monday to Friday UK time) and make every effort to respond as quickly as possible outside of those hours.
If we fail to deliver on our 99.9% uptime guarantee we'll credit your account with 10% of your plan's equivalent monthly fee for every 30 minutes of service interruption, up to a maximum of the total equivalent monthly fee.
In order to make a claim please contact us via email at [email protected]. Claims can be submitted up to 10 calendar days after the end of the month in which the service interruption took place.