Legal
Service Level Agreement
Our Service Level Agreement: monthly uptime targets, support response times, how we measure, and the credits you receive automatically when we miss.
Last updated · 28 April 2026 · Version 1.0 · Tier: Production hosting · Target: 99.99% / month · Credits: automatic.
1. Scope
This Service Level Agreement (“SLA”) applies to all production hosting plans (Single, Atelier, Atlas) of Hosting by Ampersand. Staging environments and add-on services (Maintenance, Transfer) are best-effort and not covered by uptime credits.
2. Uptime commitment
| Plan | Monthly uptime | Max downtime / mo |
|---|---|---|
| Single | 99.95% | ~22 min |
| Atelier | 99.99% | ~4 min |
| Atlas (dedicated) | 99.995% | ~2 min |
3. Support response times
| Severity | Definition | First response |
|---|---|---|
| P1 — Down | Site or service is fully unavailable. | ≤ 30 minutes, 24/7 |
| P2 — Degraded | Severe performance regression or feature broken. | ≤ 2 hours, 24/7 |
| P3 — Issue | Functional issue, no significant impact. | ≤ 4 business hours |
| P4 — Question | How-to, advice, account. | ≤ 1 business hour, Mon–Fri |
4. How we measure
Uptime is measured from three independent external monitoring locations (Zürich, Frankfurt, Milan), at 30-second intervals, against the load balancer in front of your site. A minute is considered downtime if all three locations report failure for two consecutive checks. Per-customer monthly uptime is published on your dashboard.
5. Exclusions
The following do not count as downtime:
- Scheduled maintenance announced at least 7 days in advance.
- Issues caused by code, plugins, themes or content under the Customer's control (e.g. a fatal PHP error in a custom plugin).
- DNS misconfiguration or domain expiry on the Customer's side.
- Force majeure (natural disasters, cable cuts, large-scale internet routing failures).
- DDoS attacks above 100 Gbps where we have already engaged upstream mitigation.
- Service suspension due to non-payment or Acceptable Use violations.
6. Service credits
| Monthly uptime | Credit on next invoice |
|---|---|
| < SLA target but ≥ 99.5% | 10% |
| 99.0% – 99.49% | 25% |
| 95.0% – 98.99% | 50% |
| < 95.0% | 100% (full month refunded) |
Credits are applied automatically when our internal monitoring confirms the breach. You don't have to ask. Credits cap at one month of fees per incident and are non-cashable.
7. How to claim
If you believe you experienced downtime that wasn't credited, email hello@ampersand.ch within 30 days of the incident with the affected URL and approximate time window. We'll cross-check our monitoring and respond within 5 business days.
Live infrastructure status, including past incidents and post-mortems, is published on our public status page ↗.