Terms of Service & Service Level Agreement

These Terms govern the provision of our Website Hosting and Domain Name Registration services to the customer (“Client”, “you”). By ordering or using our services, you agree to these Terms, which include the Service Level Agreement (SLA), Data Protection, and Security obligations.

1. Definitions

• Business Day: a day (other than Saturday or Sunday) on which banks are open in England.
• Commencement Date: the date your hosting service or domain is activated.
• Downtime: non-availability of the Hosting Services as measured in Clause 7.
• Fees: the amounts payable for services as set out at purchase and on invoices.
• Hosting Package: the plan chosen by you which specifies resources, features and pricing.
• Support Ticket: a request raised via our helpdesk or support email.
• Uptime: the fully functional availability of the Hosting Services.
• Data Protection Legislation: UK GDPR, Data Protection Act 2018, and related laws.

2. Term

The Agreement starts on the Commencement Date and continues for the initial minimum term you select (e.g., 12/24/36 months), renewing for subsequent periods unless cancelled in accordance with Clause 12.

3. Our Obligations

• Provide Hosting Services with reasonable skill and care, in line with your Hosting Package.
• Provide Support during: Mon–Fri 09:00–17:00 and Sat–Sun 09:00–13:00.
• Support requests: support@hostdada.co.uk or our website form.
• Target urgent ticket first response within ~1 hour; all tickets within 1 Business Day.

4. Client Obligations

• Provide accurate information and maintain account contact details and email address.
• Comply with Acceptable Use (no unlawful content/activity; no abuse; fair usage of resources).
• Keep your login credentials secure and use strong passwords; maintain your application security.

5. Fees & Payment

• Fees are due in advance per your billing cycle (monthly/annual/bi-annual/tri-annual).
• We accept credit/debit card, bank transfer, and direct debit. Late balances may accrue interest as set out herein.

6. Hosting Services

• We’ll provide services per your Hosting Package (resources, features, limits, add-ons).
• Backups (where included) are provided with reasonable care but are not a substitute for your own backups.
• Migration assistance is provided on best-effort basis where included in your plan.

7. Service Levels (SLA)

• Uptime target: 99.9% monthly.
• Measurement window: Downtime is counted in whole 60-minute blocks beginning when you open a Support Ticket and we verify the incident.
• Credits: 5% of the monthly hosting fee per whole day of Downtime (max 50% credit for the affected month). Excludes scheduled maintenance, external network failures, your system/application faults, exceeding package limits, or events beyond our reasonable control.

8. Scheduled Maintenance

We’ll strive to minimise impact and provide at least 24 hours’ notice of Scheduled Maintenance where possible. Emergency maintenance may occur without notice to protect platform stability.

12. Suspension & Termination

• Either party may terminate with 30 days’ notice (effective after any minimum term).
• We may suspend/terminate for non-payment, material breach, abuse, or legal/regulatory requirement.
• Your right to terminate for repeated SLA breach remains as set out in this SLA.

14. Liability

• Nothing limits liability for death/personal injury due to negligence or for fraud.
• No liability for indirect/consequential loss (e.g., lost profits, revenue, goodwill).
• Aggregate liability cap applies as stated in your hosting order/plan for the affected period.

19. Domain Name Registration & Management

• Registrar Relationship: We register, renew and manage domains via third-party registrars. Registration is subject to the relevant registry’s rules and any registrar terms that apply to the TLD.
• Accuracy: You must provide and maintain accurate WHOIS/contact data. Failure may lead to suspension or deletion by the registry/registrar.
• Renewals & Expiry: We’ll attempt renewal when you have an active renewal order and successful payment before the expiry date. You are responsible for ensuring timely renewal. If a domain expires, associated services (DNS, email, website) may stop.
• Transfers: You may request inbound/outbound transfers. Ensure the domain is unlocked, has a valid transfer code (EPP/Auth), and that registrant email can receive approval messages.
• DNS & Nameservers: DNS and nameserver changes can take up to 48 hours to propagate globally.

21. Law & Jurisdiction

These Terms are governed by the laws of England and Wales, with exclusive jurisdiction of its courts.