Service Level Agreement

01What this covers

This Service Level Agreement applies to the Scale tier, which carries a monthly uptime commitment of 99.9%. It applies to the serving of published Sites — the part your Visitors depend on.

The Free and Pro tiers do not carry an uptime commitment. We operate them on the same infrastructure and to the same standard, but we do not offer service credits on them, and we would rather say that than imply a promise we have not priced.

02Definitions

• Downtime — a period in which requests to a published Site fail to return a valid response, measured at our load balancer, in two consecutive checks at least one minute apart.
• Monthly Uptime Percentage — total minutes in the calendar month, less Downtime minutes, divided by total minutes, expressed as a percentage.
• Service Credit — a percentage of that month's fee for the affected Site, credited against a future invoice.

99.9% permits about 43 minutes of Downtime in a 30-day month.

03Service credits

Credits are your sole and exclusive remedy for a failure to meet this commitment. Total credits in any month will not exceed that month's fee.

04What does not count as Downtime

• Planned maintenance, announced at least 72 hours in advance and carried out inside a published window. We aim to make maintenance invisible, and in the normal case serving continues throughout.
• Suspension under the Acceptable Use Policy, or removal of content following a valid legal notice.
• Faults in Your Content, your build output, or your DNS configuration.
• Failures of a custom domain caused by your registrar or DNS provider.
• Force majeure, or failures of networks outside our control — including a Visitor's own connection.
• Accounts in arrears at the time of the incident.

05Claiming a credit

Email support@cleverotter.eu within 30 days of the end of the affected month, with the dates and times of the Downtime and any logs you have. We will respond within 10 working days.

We publish incident history and will apply a credit proactively where our own monitoring shows we missed the commitment, whether or not you asked.

06Our own operational targets

Stated for transparency. These are goals, not contractual commitments.