Last Updated: 31 Jul 2026
This SLA applies to sites and apps hosted on our infrastructure as part of a hosting or maintenance package. It sits alongside our Post-Launch Support policy: that page covers bug fixes and scope, this page covers the hosting itself.
We target 99.5% uptime a month, which works out at around 3.5 hours of allowed downtime. This excludes scheduled maintenance windows, which we'll always let you know about in advance.
If uptime drops below this target in a given month, get in touch and we'll credit you one month of hosting fees.
We don't offer 24/7 emergency cover. Our working hours are Monday to Friday, 9am to 5pm. Anything reported outside these hours gets picked up the next working day.
Backups run daily and are kept for 30 days. If you need a restore, get in touch and we'll get the most recent clean backup back up as quickly as we can. Restores outside standard hours may take longer.
We're not liable for downtime caused by events outside our reasonable control, including outages at our infrastructure provider (Hetzner), major internet disruption, or similar events.
If we're unavailable for a short period, such as annual leave or illness, monitoring and backups keep running as normal, but response times may be extended. We'll let you know in advance of any planned absence, and for anything urgent we'll always try to arrange cover or a fallback contact.
In the event of a change of ownership, closure, or any other event that would stop us delivering this service, we'll give you as much notice as we reasonably can and provide a full export of your site, files, and backups so you can move hosting elsewhere without disruption. You always retain ownership of your site and data; nothing here locks you in.
For hosting issues, get in touch at hello@elevatenorth.studio or through your usual point of contact. Include as much detail as you can: what you were doing, what happened, and when.