Guaranteed 99.99% network availability

Our server network backbone consists of multiple redundant Internet connections and components. This makes us confident enough to guarantee 99.99% network uptime, excluding any scheduled maintenance. Our network availability is measured around the clock by our internal monitoring systems.

We aim to fix any network issues within four hours and replace any failed hardware components within two hours.

Compensation in case of failure

In the unlikely event that we fail to meet this promise, you can claim one day’s credit for every hour your server is unavailable after the initial four hour period. Claim up to 30 days by submitting a Support Ticket to our Customer Services team through your Hostranet Customer Area. Any credit due will be allocated to your account and can be used towards future billing charges.

Exceptions apply

Our Service Level Agreement does not cover the following circumstances:

  • Any events beyond the reasonable control of Hostranet, including, but not limited to, fire, flood, virus attacks/hacking, or failure of third-party software
  • DNS issues outside our direct control
  • Any customer actions that lead to the server having technical issues, including, but not limited to, custom scripts or coding, third-party software installed on the server, wilful misconduct, or any breach of our Terms and Conditions
  • Planned upgrades, scheduled maintenance, or emergency maintenance

Service Level Agreement Key Features

Monitoring and security 24/7

Skilled UK support staff and engineers monitor and protect your servers around the clock

Network fixed in four hours

We aim to fix any network issue within four hours of identifying it as the problem

99.99% uptime guaranteed

Around the clock network availability, excluding scheduled maintenance.

Hardware fixes in two hours

We will replace any failed components within two hours of identifying the problem.

24/7 Award Winning Support
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Skilled UK support staff and engineers monitor and protect your servers around the clock

Compensation for downtime

Claim one day’s credit for each hour of unavailability after the initial period.