Service Level Agreement (SLA)

1. Introduction

This Service Level Agreement (SLA) applies to services provided by SCS Hosts ("we", "us", "our") to the customer ("you", "your"). It explains our service targets and support approach in plain terms for UK businesses and individuals.

This SLA is a service framework and not a warranty. It does not guarantee outcomes and must be read alongside our Terms & Conditions.

2. Service Scope

This SLA covers the following service areas, where purchased:

• Managed DNS (authoritative DNS hosting).
• Domain-related support, including registration and renewal assistance.
• Operational support for managed VPS hosting services.

Unless a separate written agreement states otherwise, all services are provided on a best-effort basis.

3. Availability and No Guarantee

We provide services with a security-led and reliability-focused approach. However, we provide no guarantee of uninterrupted service, zero downtime, or error-free operation.

Disruption can occur due to maintenance activity, incident response, upstream provider outages, registry-side issues, software defects, and external attacks.

We may carry out scheduled maintenance from time to time. This may involve temporary service interruption where reasonably necessary.

4. Support Model (Best-Effort)

Support is provided on a best-effort basis during reasonable business hours unless otherwise agreed in writing.

Our response targets are operational aims, not guarantees:

• Severity 1 (critical outage): aim to respond within 4 hours.
• Severity 2 (service degraded): aim to respond within 8 business hours.
• Severity 3 (general request): aim to respond within 2 business days.

Resolution times depend on issue complexity, third-party dependencies, and required customer input.

5. Incident Handling

An incident is an unplanned event that materially affects service availability, security, integrity, or normal operation.

To protect service stability, we may apply emergency changes without prior notice where required for security, abuse mitigation, legal compliance, or platform stability.

Before applying sensitive DNS or domain changes, we may request identity or authority verification.

6. Customer Responsibilities

To support safe and effective service delivery, you are responsible for:

• Keeping account and contact details accurate and up to date.
• Protecting authentication and authorisation credentials.
• Validating DNS requirements for your systems (including SPF, DKIM, and DMARC where relevant) and allowing for DNS propagation delays.
• Promptly reporting suspected compromise, abuse, or unauthorised changes.

7. Exclusions (Not Covered)

This SLA does not cover failures or delays caused by factors outside our reasonable control, including:

• Third-party outages (including registries, upstream networks, and payment providers).
• Issues caused by customer-managed infrastructure, requested misconfiguration, or external service platforms.
• Force majeure events, including natural disasters, war, terrorism, and large-scale internet failures.
• Cyber-attacks beyond reasonable mitigation capacity, including severe distributed denial-of-service events and novel zero-day exploitation.

8. Credits and Remedies

Unless a separate written contract states otherwise, service credits are not offered as a standard remedy under this SLA.

Where we choose to issue a discretionary credit, it is limited to fees for the directly affected service period and remains at our sole discretion.

9. Limitation of Liability

This SLA does not create additional liability beyond what is set out in our Terms & Conditions. Please refer to the limitation of liability provisions in Terms & Conditions.

10. Changes to This SLA

We may update this SLA from time to time. The latest version is published on this website.

Continued use of our services after publication of an updated SLA constitutes acceptance of the revised terms.