Service Level Agreement
Flint Hosts is a reliable web hosting provider and we take every precaution to ensure that we achieve 100% web site availability for all our customers. We guarantee at least 99.5% network & hardware availability every month. In the unlikely event we are unable to meet this guarantee, a partial or full credit will be issued as follows:

Availability (monthly) Credit Percentage
99.5% to 100%
98% to 99.4%
95% to 97.9%
90% to 94.9%
89.9% to 85%
84.9% or below
 0%
10%
20%
30%
50%
100%
Credits are applied to your web hosting account, and are not refundable or redeemable for cash.

Availability is measured per calendar month, and is reset each calendar month. Credits are based on the payment for the month. For quarterly or annual paying customers the credit is applied against the calculated monthly fee for customer's payment. All credits are subject to the below exceptions and conditions of notification.

Exceptions:

  1. Circumstances beyond Flint Hosts reasonable control, including, without limitation, acts of any governmental body, war, insurrection, sabotage, armed conflict, embargo, fire, flood, strike or other labor disturbance, interruption of or delay in transportation, unavailability of or interruption or delay in telecommunications or third party services, virus attacks or hackers, failure of third party software (including, without limitation, ecommerce software, payment gateways, chat, statistics or free scripts) or inability to obtain raw materials, supplies, or power used in or equipment needed for provision of this uptime guarantee.
  2. Scheduled maintenance and emergency maintenance and upgrades.
  3. DNS issues outside the control of FlintHosts.
  4. Issues with FTP, POP, IMAP, or SMTP customer access.
  5. Issues with Helm (Control Panel) access.
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  6. Customer's acts or omissions (or acts or omissions of others engaged or authorized by customer), including, without limitation, custom scripting or coding (e.g., PHP, Coldfusion, .NET, HTML, etc), any negligence, willful misconduct, or use of the Services in breach of Flint Hosts Terms and Conditions.
  7. Email delivery and transmission.
  8. DNS (Domain Name Server) Propagation.
  9. Outages elsewhere on the Internet that hinder access to your account. FlintHosts is not responsible for browser or DNS caching that may make your site appear inaccessible when others can still access it. FlintHosts will guarantee only those areas considered under the control of FlintHosts.

Conditions of Notification:
To receive a credit you must send an email to support@FlintHosts.co.uk, including the dates and times of the unavailability, along with your domain name. This must be received by FlintHosts within three (3) business days after the network outage.

Why do we only give a Hardware and Network SLA and not on Software?
We will not give any guarantees regarding software caused outages because what people upload and run is slightly out of our control on a shared server environment. We do our best to block all malicious code and tags/functions but we cannot make any guarantees.