Service level agreement (SLA)

1. Purpose and covered services

1.1. This agreement governs the availability guarantee and credits for failure to meet it for WordPress Cloud Hosting (WCH), Business Cloud Hosting (BCH), Business Email and the Simple and Business plans of WebMonster Managed. It supplements the General terms and conditions and the specific terms of the purchased service.

1.2. For Managed, the guarantee covers the BCH hosting associated with the website and its email. Managed WordPress services, handling enquiries and response or resolution times do not carry specific compensation under this SLA. The Enterprise plan is governed by the SLA in its individual agreement.

1.3. The guarantee covers the operation of the platform services required to provide:

• Web hosting: HTTP/HTTPS, PHP execution and databases, as included in the plan.
• Email: access to and operation of IMAP, POP and SMTP, including any relay purchased or included in the service.

1.4. Unavailability means an interruption or failure of the platform services listed in section 1.3 that prevents their ordinary use under the affected subscription.

1.5. The SLA does not guarantee the operation of each website’s code, content, plugins, themes or settings, a particular loading speed, or acceptance or delivery of messages by third-party servers. A website-specific error does not count as platform downtime. Platform failures affecting that website do count, unless an exclusion in section 4 applies.

1.6. Domains, domain parking, complimentary static hosting, backups and restorations, WebMonster Pros and any other features not expressly included in section 1.3 fall outside this SLA. Their own terms and obligations continue to apply.

2. Guarantee and calculation period

2.1. WebMonster guarantees 99.9% availability per calendar month, calculated per subscription and subject to the exclusions in this agreement. Mainland Spain time applies. Monthly measurement also applies to subscriptions billed annually or at other intervals.

2.2. Availability is calculated using the following formula:

Availability (%) = 100 × (T − I) / T

• T: the total time during the month for which the subscription was due to provide the covered services. For subscriptions starting or ending part-way through a month, only the relevant period is included.
• I: qualifying unavailability of those services within T, after applying the exclusions in section 4.

Excluded periods are not added to I. The result is compared with the bands in section 5 without first rounding the availability percentage.

2.3. Periods of unavailability are aggregated per subscription. If several services, websites or mailboxes fail simultaneously, that time is counted only once. Compensation is neither multiplied nor reduced according to the number of affected items. The same incident may generate compensation for several subscriptions if each meets the requirements.

3. Measuring and verifying incidents

3.1. WebMonster’s monitoring system and technical logs are the primary reference for measuring availability and determining incidents’ start time, duration, scope and cause. Provider reports and evidence supplied by the Customer will also be considered. Where there are discrepancies, available evidence will be compared according to its reliability, accuracy and relevance to the services covered by this SLA. Checks must distinguish a platform failure from a problem with the website, the Customer’s equipment or their connection.

3.2. Unavailability counts from the demonstrable start of the failure until service is restored, even if the support request was opened later. The absence of an automatic alert does not prevent recognition of an incident substantiated by other means. Incidents spanning the end of a month are allocated between the months affected.

4. Exclusions

4.1. Interruptions resulting from the following do not count under this SLA:

a) Necessary platform maintenance, repairs, updates or improvements, whether scheduled or emergency, for the time reasonably required to carry them out. WebMonster will give as much reasonable advance notice as possible of scheduled interruptions. Urgent work may be carried out without prior notice in accordance with the general terms. Repairing a covered fault does not, in itself, turn its downtime into excluded maintenance.

b) Acts or omissions attributable to the Customer or people acting on their behalf, including code or configuration errors, misuse and exhaustion of resources. Restrictions resulting from contracted limits, such as storage, data transfer or message sending, are not in themselves availability failures.

c) Force majeure and other causes beyond WebMonster’s reasonable control, including problems with the Customer’s access networks or connections external to the platform. Classification as force majeure is subject to the general terms and the law.

d) Outages or failures originating in services provided by infrastructure suppliers or other third parties engaged by WebMonster. This exclusion concerns credits under this SLA and does not automatically make a provider’s failure force majeure. WebMonster’s own configuration or management errors are not excluded merely because third-party services are used.

e) Suspensions or restrictions justified under the contract or required by a competent authority, including those necessary for non-payment, breach or security protection.

4.2. Exclusions apply to the periods and services affected by the relevant cause. The presence of an excluded cause does not justify disregarding other periods of unavailability resulting from a covered failure. WebMonster will explain any exclusion applied when deciding a credit request.

5. Compensation and calculation basis

5.1. If monthly availability falls below 99.9%, the Customer may claim a credit according to the following scale:

A single band applies per subscription per month. Percentages are not added for successive incidents; those incidents are included in the overall monthly calculation.

5.2. For WCH, BCH and Business Email, the calculation basis is the equivalent monthly price paid for the affected subscription’s plan after its discounts. It excludes domains, one-off work and separately billed add-ons. Email included with hosting does not create a second calculation basis or separate credit.

5.3. For Managed Simple and Business, the basis is the equivalent monthly reference price of the BCH plan associated with the website — Core or the higher plan purchased — identified in the order or upgrade confirmation and applicable to the purchased period. The full BCH plan price is used, not merely the difference paid to upgrade from Core. This basis is used solely for availability credits; it does not represent a separate subscription or the price of the entire Managed service.

5.4. Annual prices are divided by twelve; prices for other billing periods are converted to their monthly equivalent. Calculations use amounts excluding taxes, with the appropriate tax treatment applied when the credit is issued. If the service starts or ends during the month, the basis is prorated for the time the service was provided that month. If the plan or its reference price changes, the bases are weighted according to how long each applied, without generating separate credits for the change.

5.5. The maximum accumulated credit per subscription per month is 100% of the applicable monthly basis. Credits already recognised for that month will be deducted from the final entitlement. The resulting amount is rounded to the nearest cent.

6. Requesting and using credit

6.1. The Customer must request the credit by opening a support request from the customer area within thirty calendar days after the end of the affected month. They must identify the subscription and the approximate dates or periods of the incident, providing whatever information they have. They are not required to obtain WebMonster’s internal logs. If an incident continues into the following month, credit for the completed month may be requested without waiting for the incident to be resolved.

6.2. WebMonster will review the request and communicate its outcome within the complaints-handling period set out in the general terms. It will state the calculated availability, any exclusions applied, and the basis and amount of the credit. If the Customer disagrees, they may provide additional information in the same support request, without prejudice to other complaint channels and rights.

6.3. Approved credit is added to the Customer’s account balance for payment of future WebMonster service invoices. It is not paid in cash, cannot be withdrawn or transferred to third parties, and is not refundable on cancellation of a subscription or cessation of purchases. It does not expire and may be used for future purchases by the same Customer.

6.4. An incident or a credit request does not cancel renewal or, by itself, change payment due dates. Cancellation is handled under the general terms.

7. Relationship with other guarantees and liabilities

7.1. This SLA provides contractual credits for availability. Its calculation basis, monthly cap, exclusions and claim deadline neither replace nor extend the general liability cap in section 15 of the general terms, nor restrict rights that cannot be limited by law.

7.2. Credits do not replace legally required refunds, and acceptance of credit instead of such refunds is not compulsory. Where compensation overlaps for the same matter and loss, it will be coordinated to avoid duplication in accordance with the general terms. Support, WordPress management, security, backup and restoration obligations undertaken in other documents continue to apply even if they do not generate credits under this SLA.

7.3. Changes to this agreement are governed by the notification and effective-date rules in the general terms.