Service Level Agreement
Our commitment to
reliable service.
This agreement explains how APN Cloud approaches uptime, maintenance, incident response and service-credit review for eligible services.
Report an Issue99.9%
Uptime target
What we engineer our platform to deliver.
24/7
Monitoring
Systems watched around the clock.
Credits
Service credits
Reviewed for eligible incidents.
Availability depends on the service & plan
We aim for stable hosting and infrastructure; specific uptime targets, credits and exclusions may depend on the product, service order or written agreement
Covered services
- Shared, WordPress and reseller hosting, VPS, dedicated servers and related managed services where listed as eligible.
- DNS, email, control panel and add-on services, only when part of an eligible active service.
- Third-party services, registries, payment providers and external networks aren't controlled by APN Cloud.
Maintenance & planned work
- Scheduled maintenance may be performed to improve security, performance and reliability.
- Where possible, we perform maintenance during lower-impact periods.
- Planned maintenance, emergency security updates and customer-requested work may be excluded from downtime calculations.
- Keep your contact details up to date to receive service notices.
Incident response
- Report outages from the account that owns the affected service.
- Support may ask for the domain, IP address, error messages, screenshots and traceroute or ping results.
- We investigate whether the issue is within our managed network, server or service scope.
- Resolution time depends on the incident type, customer cooperation and third-party dependencies.
Service-credit review
- Eligible service-credit requests must be submitted through support with the service and incident details.
- Credits may be limited to the affected service and billing period.
- Credits may not apply to misconfiguration, abuse, overdue invoices, force majeure or third-party failures.
- Service credits are not cash refunds unless APN Cloud confirms otherwise in writing.
Experiencing downtime?
Open a support ticket with the affected domain, IP address, service name and error details, and our team will investigate right away.