Service Level Agreement

This Service Level Agreement (SLA) sets out our uptime commitment for Ordnary Web Services and the service credits available if we don't meet it. It only applies to plans that include this SLA, as stated on your order or plan page; if no SLA is stated, Ordnary Web Services is provided without an uptime commitment, as described on the Ordnary Web Services page. This SLA supplements, and doesn't replace, the Ordnary Web Services page and the Terms of Service.

Monthly Uptime Percentage

Monthly Uptime Percentage is calculated for each calendar month as: 100% minus the percentage of minutes in that month during which the relevant service was in Downtime, excluding any minutes covered by an exclusion below.

Our commitment

We target a Monthly Uptime Percentage of at least 99.9% for covered Ordnary Web Services components. If we don't meet that target in a given month, you can request the service credit described below.

Downtime

Downtime means a period during which a covered service is unreachable or fails to process requests it would normally process, as measured by our monitoring systems and confirmed against your own reporting. A service is not in Downtime for any period covered by an exclusion below.

Exclusions

The following don't count toward Downtime:

• scheduled maintenance we've announced with reasonable advance notice, as described on the Ordnary Web Services page;
• factors outside our reasonable control, such as a force majeure event, an internet backbone or upstream provider outage, or a denial-of-service attack;
• issues caused by your own applications, code, configuration, or misuse of the service, including exceeding published quotas or limits;
• issues with third-party services, software, or hardware not controlled by Ordnary; and
• suspension or termination of your account for breach of the Terms of Service or the Acceptable Use Policy.

Service credits

If the Monthly Uptime Percentage for a covered service falls below our commitment, you can request a credit against future fees for that service, calculated as follows:

• 99.0% up to but excluding 99.9%: a credit equal to 10% of that month's fees for the affected service;
• 95.0% up to but excluding 99.0%: a credit equal to 25% of that month's fees for the affected service;
• below 95.0%: a credit equal to 50% of that month's fees for the affected service.

Credits are calculated against the fees for the specific affected service for the affected month, not your total bill. The maximum credit for any single month is 50% of that month's fees for the affected service.

Requesting a credit

To request a credit, email billing@ordnary.com within 30 days of the end of the month in which the Downtime occurred, with your account details, the affected service, and the dates and times of the Downtime you experienced. We'll review the request against our monitoring data and confirm the outcome within a reasonable time.

Sole remedy

Service credits are your sole and exclusive remedy for any failure to meet the commitment in this SLA. Credits aren't paid out as cash and can't be exchanged for a refund, except where required by law.

Changes to this SLA

We may update this SLA as Ordnary Web Services evolves. Material changes will be communicated as described in the Terms of Service and won't reduce commitments for a billing period that has already started.

Contact

SLA and credit questions: billing@ordnary.com.

For urgent requests, call +31 85 401 3197.