Service Level Agreement

Fixed Hosting operates a network and server infrastructure with a target network availability of 99.9%,
calculated on a calendar-month basis. This figure represents an operational target only and does not
constitute a guarantee or warranty of uptime. Availability targets apply solely to Fixed Hosting’s network
and server infrastructure and do not extend to third-party services, customer applications, or factors
outside Fixed Hosting’s direct control.

Uptime is measured using Fixed Hosting’s internal monitoring systems, which are the sole authoritative
source for availability calculations. “Downtime” is defined exclusively as a complete and verified loss of
connectivity to the hosted service, as recorded by Fixed Hosting’s monitoring infrastructure. Partial
degradation, latency increases, or customer-side connectivity issues do not qualify as Downtime for
measurement purposes.

Monthly Availability Classification Remediation
99.9% – 100% Within Target None
99.0% – 99.89% Minor Deviation Reviewed on request
95.0% – 98.99% Significant Deviation Reviewed on request
Below 95.0% Critical Deviation Reviewed on request

Note: Any remediation is assessed entirely at the discretion of Fixed Hosting. The table above is indicative only and
does not create an entitlement to any form of credit, refund, or compensation.

Fixed Hosting may perform hardware or software maintenance at any time. The following describes the general approach to maintenance communication, without creating any obligation:

  • Planned Maintenance: Where operationally practicable, advance notice of planned maintenance
    may be issued via email or the status page. No minimum notice period is guaranteed.
  • Emergency Maintenance: In circumstances involving critical security threats or infrastructure
    instability, maintenance may be performed without prior notice at Fixed Hosting’s sole discretion.
  • Exclusion from Calculations: All scheduled and emergency maintenance periods are excluded
    from uptime calculations, regardless of their duration or impact on service availability.

This SLA does not apply to, and Fixed Hosting accepts no responsibility for, service interruptions arising
from any of the following:

  • Force Majeure: Events beyond Fixed Hosting’s reasonable control, including natural disasters, acts
    of government, upstream provider outages, or global internet instability.
  • Customer-Side Factors: Misconfigurations of customer scripts, applications, or DNS settings;
    exceeded resource limits; or any action or omission on the part of the customer or their end users.
  • Policy Violations: Service interruptions resulting from account suspension or termination due to
    violations of Fixed Hosting’s Terms of Service or Acceptable Use Policy.
  • External Attacks: Disruptions caused by DDoS attacks, intrusions, or other malicious third-party
    activity, unless a specific mitigation service was separately contracted and demonstrably failed.
  • Third-Party Services: Outages or degradation attributable to third-party software, integrations, or
    infrastructure not directly operated by Fixed Hosting.

The following response time-frames are operational targets only. They do not constitute service
guarantees or binding commitments. Response times may vary based on ticket volume, issue complexity,
and resource availability at the time of submission.

  • Critical Complete server or service unavailability 1 – 2 hours
  • Standard General technical inquiries and non-critical issues 6 – 12 hours

This SLA is provided for informational purposes and describes current operational practices. It does not
form part of any contractual agreement unless explicitly incorporated by reference in a separately
executed written agreement signed by an authorised representative of Fixed Hosting. Fixed Hosting
reserves the right to modify, suspend, or withdraw this SLA at any time without prior notice. Nothing in
this SLA limits or excludes liability to an extent not permitted under applicable law.

For service-related enquiries, contact:

  • Email: hosting@fixed.global
  • Website: https://hosting.fixed.global