Legal
Uptime Service Level Agreement
We guarantee that the sites we host for you are reachable 99.9% of every calendar month. When we miss it, you get a service credit on your account — worked out by us, visible in your dashboard, and claimed with one click. No ticket, no argument.
About this agreement
Effective 5 September 2026.
This Service Level Agreement is part of the Terms of Service between you and Zinn Digital® Ltd (Company No. 16385785, VAT No. GB 526 5236 92), 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom. It sets out the availability we commit to for the sites we host, how we measure it, what you are owed when we fall short, and how to claim. Nothing in it affects the statutory rights you have as a consumer.
1. The commitment
We commit to 99.9% availability, measured over each calendar month, for every site we host for you.
On a 30-day month, 99.9% allows about 43 minutes of unavailability. Anything beyond that is a miss, and a miss earns a service credit under section 3.
2. How we measure it
Availability is measured by our own uptime monitoring, which fetches your site from outside our network on a schedule and records whether it answered.
⛔ It is added per address and is not switched on automatically: every account includes three addresses free, and you choose which of your sites we watch. A site you have not added is not being measured, so no month can be adjudicated for it — add it from Uptime & speed in your dashboard, where you can also see every reading, hour by hour.
A month's figure is the share of the checks we made that succeeded. Hours in which we made no check are left out of that calculation rather than counted as successes — we do not grade ourselves on the hours we did not look.
If we measured less than 95% of a month, we do not consider that month measured at all, and we will not use our own thin coverage to tell you the commitment was met. In that case you choose which of the credit tiers in section 3 matches what you experienced, and we honour it. The gap in our monitoring is ours to carry, not yours to prove.
3. Service credits
When we miss the commitment for a site in a calendar month, you are entitled to a service credit calculated as a percentage of that site's monthly fee:
- Below 99.9% availability — 10% of that site's monthly fee.
- Below 99% availability — 25% of that site's monthly fee.
- Below 95% availability — 50% of that site's monthly fee.
- Below 90% availability — 100% of that site's monthly fee.
Credits are applied to your Zinn Digital® account balance and can be spent on anything we sell. They are not paid as cash and are not refundable. The total credit for any one site in any one month will never exceed 100% of that site's monthly fee for that month.
Where a site is billed annually, its monthly fee for this purpose is the annual fee divided by twelve.
4. How to claim
Open Uptime & speed in your dashboard. Each finished month is listed with the availability we measured and, where a credit is due, a button to claim it. We have already done the arithmetic; you press the button.
Claims must be made within 30 days of the end of the month they relate to. Each month may be credited once per site. You will see the deadline alongside each month, so you are never refused by a rule you could not see.
5. What is not covered
Four things do not count towards unavailability under this agreement:
- Planned maintenance that we announced at least 24 hours in advance.
- Unavailability caused by your own code, content, plugins, configuration or third-party services.
- Events beyond any party's reasonable control — war, natural disaster, or a nationwide failure of internet infrastructure.
- Time while the site is suspended or quarantined by us — for non-payment or for a breach of the Acceptable Use Policy — because that downtime is our enforcement action and not a failure of the service. If you think a month was wrongly affected, talk to us.
There is deliberately no exclusion for failures of our suppliers. You bought hosting from Zinn Digital® and you did not choose our infrastructure partners, so whose equipment failed is our problem and not yours. If your site was not reachable, it was not reachable.
6. Scope
This agreement covers the availability of sites hosted on the Zinn Digital® platform. It does not cover addresses we monitor for you but do not host — the uptime product is happy to watch a site anywhere, and we cannot guarantee somebody else's infrastructure.
Service credits are the sole and exclusive remedy for any failure to meet the availability commitment set out here.
7. The 99.99% you will see elsewhere on this site
Across zinndigital.com you will see 99.99% described as our uptime assurance. That is the standard we engineer and operate the platform to: per-site isolated compute, horizontally scalable stateless services, and separate failure domains.
This agreement is the different and narrower thing. 99.9% is the level we commit to contractually and pay service credits against. The two are not in conflict — we build above what we promise, which is what you would want of any host — and where they differ, this document is the one that binds.
Frequently asked questions
Do I have to open a ticket to get a credit?
No. We measure every month for every site we host and monitor for you, and the credit is a button in your dashboard. Most providers make you notice the outage yourself and then argue it with support; we have already worked it out.
What if you did not monitor my site for the whole month?
Then we do not treat that month as measured. If we covered less than 95% of it, you choose the credit tier that matches what you experienced and we honour it. We will not use a gap in our own monitoring as a reason to say the commitment was met.
Is the credit cash?
No — it is credit on your Zinn Digital® account, which you can spend on hosting, domains, add-ons or anything else we sell. It is not refundable as cash.
What if my hosting was down because of my own plugin?
Unavailability caused by your own code, content, plugins or configuration is not covered. If you are not sure what caused an outage, claim anyway and tell us — we would rather look at it than have you not ask.
Does this cover sites you only monitor for me?
No. We are happy to watch any address in the world, including one we do not host, but the guarantee applies only to sites hosted with us.
Why does the site say 99.99% and this page say 99.9%?
99.99% is the standard we build and run the platform to; 99.9% is what we commit to contractually and pay credits against. We deliberately engineer above what we promise. If the two ever disagree about what you are owed, this agreement is what counts.