Service Level Agreement - Shared Hosting

We fully understand and appreciate the importance of our network availability to all of our customers and this Service Level agreement (SLA) set outs the level of commitment our shared web hosting customers should expect from us.

This is in addition to our Terms and Conditions.

Network Uptime

We offer a 99.9% uptime guarantee for all sites hosted on our network. If we have any outages that result in less than 99.9% uptime in any month, we will provide a full refund for that month. Please note that our 99.9% uptime guarantee only refers to HTTP, not FTP, email etc, although we do our best to ensure that all of our services on always online.

To claim a refund you must raise a support ticket, we will then check this downtime information and issue a refund once your claim has been confirmed.

No network provider can genuinely offer 100% uptime to all customers. External issues beyond our control such as ISPs and external networks can often prevent connectivity to a fully operational server. Also by its very nature, a shared hosting server has many users with varying levels of knowledge who may inadvertently use more than their fair share of server resources.

How is bandwidth and disk space limit monitored?

Disk space. Each plan has a fixed amount of disk space available for your use. The disk space available and the disk space usage is clearly displayed in your control panel. The disk space is used for storing emails, control panel configuration files and database files as well as your website files. It is your responsibility to monitor this usage and should the maximum disk space be reached, you may not be able to upload new files, your site may not be able to store data in a database or you may not be able to receive emails. The only way to increase the disk space limit is to upgrade to the next hosting plan. If you do not wish to upgrade you should remove sufficient data from your account to bring your disk space back within the allowed limits for your hosting plan.

Bandwidth. Our system automatically monitors your bandwidth usage and generates a warning email to you once you have used 70% of your allocated bandwidth, this email is also repeated at 85% usage. Please note that if you run out of bandwidth at any time your account will be automatically suspended. If this occurs on a shared hosting account you have the following two options available. You can purchase additional bandwidth, although we only allow you to do this for two consecutive months, after which time you must upgrade. Alternatively you may upgrade your hosting plan, this will automatically increase your bandwidth allocation.

Server Usage and Resources

We provide shared and reseller hosting accounts on our servers. This means multiple accounts will share the resources available to their server. For this reason we do not allow any single hosting account to use more than 25% of any of the server's resources for more than 60 seconds.

We do not tolerate the sending of unsolicited email (spam). We will only allow mass mailing to recipients on a mailing list if double opt-in methods have been used to collect the database of email addresses, and the recipients have a simple and obvious method of opting out. We do not tolerate mass mailing to recipients from a purchased list of email addresses, including business addresses.

We allow the use of cron tasks to shared hosting customers, but to maintain server resources we do not allow crons to run at intervals of less than 15 minutes without prior written permission.

No shared hosting account customer will have access to Telnet or SSH. No customer will have root access to the server.

Server Hardware Guarantee

If a hardware component included as part of the client's server hardware configuration fails, this will be replaced promptly at no charge to the client.

Domain Names

All domain names registered by TwentyHost are registered with the owner and contact details you provide to us, this includes all "Free Domain Names". There are no administrative fees for transferring a domain name in or out of TwentyHost with the exception of "Free Domain Names", which are subject to a £12.00 release fee. This release fee no longer applies after its initial registration period has expired and after it has been renewed by the customer. Transferring in of certain domains are subject to renewal at the point of transfer, which will be charged at our normal domain registration rate.

Customer Support

All of our customers have access to the TwentyHost Client Area. Our Client Area offers several means of support including a support ticket system and a knowledgebase to help with frequently asked questions. We guarantee to answer all support tickets within 12 hours maximum although tickets are usually answered within one hour. We also have a billing area, domain management area, server status chart and a community forum where customers may ask their peers for help and advice.

30 Day Money Back Guarantee

We are confident that you will be 100% impressed with our service however if you are not entirely satisfied, you may close your account within 30 days of purchase and request a full refund of your entire hosting fee.

There are some exceptions here; customers who accepted our "Free Domain Name" offer are not entitled to the 30 day money back guarantee, customers who have used more than 50% of their available bandwidth, customers who have exceeded more than one hour of either a system admins time or technical support time or a combination of both are also not entitled to a refund. Finally, any customer who has had their account terminated by us due to a breach of any of our policies will not be entitled to this.

Any other product or service such as fixed IP addresses and domain names are not refundable.

Payment Security

All of our online payments are conducted through third party payment processors. We currently use the services of PayPal and Nochex Ltd, and both of these processors conduct the transactions on their own secure servers. They only provide us with the necessary personal information to fulfil your order, they do not provide us with your payment card details.

Data Protection

We strictly adhere to all the requirements of the UK data protection legislation. We maintain the security of all personal data you provide to us.

Please see our Privacy page for further information.