Service Level Agreement

Thorn Hosting will make every reasonable effort to ensure that its services are available to clients at all times, excluding scheduled maintenance or events outside our control. We monitor availability and will take prompt action to resolve any service issues that arise.

For this SLA, 'Downtime' means any period during which the client cannot access services due solely to failures in Thorn Hosting's network or infrastructure. Downtime does not include scheduled maintenance, client-side issues, third-party outages, or events listed under Section 4 (SLA Exclusions).

If Downtime exceeds one (1) hour in a calendar month, clients may request a credit. Each additional hour of downtime entitles the client to a credit equal to 5% of the affected service’s monthly fee, up to 100% of that month’s fee. Claims must be submitted in writing within seven (7) days of the month in which the downtime occurred. SLA credits are the sole remedy for service interruptions.

This SLA does not cover downtime resulting from circumstances beyond our reasonable control, such as natural disasters, extreme weather, acts of war or terrorism, illegal activity or misuse by the client, denial-of-service attacks or unauthorized access, exceeding resource limits, scheduled maintenance with prior notice, hardware or software issues outside our control, or any fraudulent or abusive claims. We will always communicate any exclusions clearly to our clients.

For dedicated servers, downtime credits are calculated as one (1) hour of credit for each full hour of downtime, subject to the same exclusions and claim process as above.

Support is available via email, ticket system, or live chat. Critical issues are responded to within one (1) hour, and all other requests within 24 hours, excluding UK public holidays.

Clients agree to pay all fees outlined in their service agreement. Thorn Hosting may update fees with reasonable prior notice.

Either party may terminate services with thirty (30) days’ written notice. Upon termination, all outstanding fees become due immediately and access to services will end.

Thorn Hosting’s total liability under this SLA is limited to the fees paid for the affected service during the month of the incident. We are not liable for indirect, incidental, or consequential damages.

This SLA is governed by the laws of England and Wales. Any disputes will be resolved in the courts of England and Wales.

This SLA represents the entire agreement regarding service levels and supersedes all prior agreements. Amendments must be in writing and agreed to by both parties.

Neither party may assign this SLA without written consent, except in the case of a merger or acquisition. Failure to enforce any provision does not waive any rights.

If any part of this SLA is found to be invalid or unenforceable, the remaining provisions will remain in effect.

All notices under this SLA must be in writing and delivered to the contact details provided in the client account or as otherwise notified in writing.