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Service level
Service level shows your site's availability month by month, and what each month earned you.
Every calendar month is measured, recorded and shown, whether it met the commitment or not.
The commitment
The page states the current commitment as a percentage of each calendar month, and the credit bands beneath it: a month below a given uptime earns a given percentage of that month's fee back as account credit.
Credits are worked out and applied automatically. There is nothing to claim, no form to file, no deadline to miss and no evidence to send.
Each month is judged against the terms that were in force at the time. What you see for a past month never changes because the terms changed later.
How it is measured
Each of your site's services is tested once a minute, from more than one place. A minute counts as down only when enough of those places agree that it was.
Your month's figure is the worst of the individual services, not their average. A single service having a bad month is never averaged away by the others.
The services measured: SFTP, FTPS, FTPES and the web client.
What counts and what does not
Counts against the figure: the SFTP, FTPS and web services on the server we run for your site.
Does not count: the Storage Connector on your own network, and the machines and links behind it.
When your Connector is unreachable your transfers stop, and the page says so plainly, with the number of minutes. It is shown because you should be able to see which side an outage fell on. It is not credited, because it is not ours.
Planned work
Some work on your server takes it away for a few minutes. Every such window is shown on the page with its cause, when it started, when it ended and how long it lasted, in plain words. Whether those minutes leave the figure depends on the cause, and both kinds are listed.
Excluded from the figure:
| Cause | Meaning |
|---|---|
| Moving your site to its new server | A migration cutover |
| Upgrading your server's software | A version upgrade |
| Planned maintenance | Work announced to you at least 24 hours before it begins |
| Emergency move off failing hardware at our hosting provider | A provider fault |
| Emergency maintenance | Unplanned urgent work |
Counted against us, like any other downtime:
| Cause | Meaning |
|---|---|
| Resizing your server | A capacity change |
| Moving your server to another region | A region move |
| Rebuilding your server on a new base image | An image refresh |
Those three are work we choose to do at a time that suits us, so the minutes stay in your figure and can earn a credit like any others.
There is also a ceiling. If declared work would remove more than six hours from a single month, none of it is removed and the whole month is measured as it happened. The page says so when it happens.
If a window ever appears with no sentence beside it, that is a fault on our side, not a category you are meant to decode.
Reading a month
| Outcome | Meaning |
|---|---|
| Commitment met | The month was at or above the commitment. No credit was due |
| Credit applied | The month fell below, and the credit is on your account |
| Credit on its way | The credit is worked out and is being applied |
| Below commitment | The month fell below, and the terms in force at the time credited nothing at that level on your plan |
| Too short to score | The measured window was too short for a percentage to mean anything. Shown rather than hidden |
| Not measured | We failed to measure enough of the month to state a figure. That is our shortfall, and it is raised with our team |
| No credit due | There was no fee to credit against. The reason is stated: a trial month, a complimentary site, a month before the paid plan started, and so on |
A month where you were on a paid plan for only part of it says so, and the credit is worked out against that part of the month's fee.
A month in which we restricted or suspended your service earns no credit, and the page says so with the dates it applied. Being past due on an invoice does not affect a credit by itself; only service we deliberately withdrew does.
Pausing your site yourself with Be right back is not service we withdrew. The month stays eligible, the pause is not listed among the withdrawn dates, and the figure is measured exactly as before, because our servers keep answering throughout.
Closing your account does not take away the months you were live. A site that ran through March and closed on 1 April is still credited for March.
Where a credit goes
A credit is applied to your account balance and comes off your next invoice automatically.
Credits are not cash refunds.
Your current balance is on Plan and billing.
Who can see this page
Every role can, including tech members. This is the transparency record rather than an operational control, and a tech member who watched an outage should be able to confirm it was credited without going through an admin.