Service Level Agreement (SLA)
Last Updated: 16 October 2025
1. Scope
This Service Level Agreement (“SLA”) applies to shared hosting, reseller hosting, and related services (“Services”) provided by Rivet Cloud Hosting Limited to active customers with an account in good standing.
2. Availability Target
We target 99.9% monthly platform availability, excluding planned/emergency maintenance and exclusions below.
3. Maintenance
- Planned: scheduled during off‑peak where possible; at least 24 hours’ notice when reasonably practicable.
- Emergency: may occur at any time to address stability/security; notice provided where feasible.
4. Incident Handling
| Priority | Description | Initial Response | Updates |
|---|---|---|---|
| P1 | Complete service outage / severe impact | Within 30 minutes | Every 60 minutes |
| P2 | Major degradation with workaround | Within 1 hour | Every 2–4 hours |
| P3 | Limited impact | Within 4 hours | Daily |
| P4 | General queries / cosmetic issues | Within 1 business day | As available |
5. Measurement
Availability is measured over the billing month using our monitoring and platform logs. We may consider your reasonable evidence of downtime for credit evaluation.
6. Credits (Exclusive Remedy)
If availability falls below target, you may request a service credit within 7 days of month‑end. Credits apply to future invoices for the affected Service and are the sole and exclusive remedy for availability issues.
| Monthly Availability | Credit |
|---|---|
| <99.9% to ≥99.0% | 5% |
| <99.0% to ≥98.0% | 10% |
| <98.0% | 20% |
7. Exclusions
- Customer or Reseller actions/inactions, code defects, misconfiguration, or exceeding resource limits.
- Failures of third‑party software (e.g., WHMCS, WordPress), registrars, payment gateways, or upstream networks.
- DDoS and hostile attacks beyond reasonable mitigation; force majeure events.
- Planned/Emergency maintenance as defined above; suspension for non‑payment or AUP violations.
- Issues isolated to individual sites or tenants due to custom setup or content.
8. Reseller Clarifications
For Reseller Hosting, uptime is measured at the platform level. Rivet is not responsible for the Reseller’s end‑user configuration, DNS, email reputation, custom code, or third‑party integrations. Credits apply only to the Reseller’s parent service with Rivet.
Rivet Cloud Hosting Limited
77 Lime Square, City Road, Newcastle upon Tyne, NE1 2BN, United Kingdom
Registered in England & Wales No. 16743138