This Service Level Agreement (SLA) defines the uptime commitment, maintenance expectations, responsibilities, and limitations applicable to PeaSoup Hosting Limited’s Infrastructure-as-a-Service (IaaS) platform.
1. Uptime Guarantee
PeaSoup guarantees a monthly uptime of 99.99% for core infrastructure services (compute, storage, and network) and 99.95% for all Veeam services excluding approved maintenance windows and force majeure events. This target applies only to the PeaSoup-managed infrastructure platform and not to customer-managed systems within it.
2. Transparency and Notifications
System availability and planned maintenance windows are published at https://status.peasoup.cloud. Customers are encouraged to subscribe to status updates to receive real-time incident and maintenance alerts.
3. Scheduled Maintenance
Scheduled maintenance typically occurs outside of UK business hours (evenings and weekends) and is published at least 24 hours in advance via the status page. Urgent or emergency maintenance may be conducted with shorter notice where required to maintain platform stability or security.
4. Support Access and Requests
PeaSoup monitors infrastructure 24/7 and responds to platform-level issues accordingly. Support queries and configuration assistance should be raised through our support channels:
- Support Portal: https://support.peasoup.cloud
- Email: [email protected]
- Emergency contact: via onboarding contact details for P1 issues
For detailed responsibilities, support scope, and guidance, please refer to the PeaSoup Support & Responsibilities Guide.
5. SLA Credits
In the event of unplanned downtime exceeding the guaranteed uptime, customers are eligible for SLA credits as follows:
- A credit of 5% of the monthly service fee will be issued for every **whole 30-minute period of downtime**, up to a maximum of 100% of the affected month’s fee.
– Downtime is measured from the time a Support Ticket is raised by the customer regarding service non-availability.
Credits must be requested in writing within 30 days of the affected month. Credits are applied to future invoices and do not imply fault or liability.
6. Exclusions and Customer Responsibilities
This SLA does not apply to downtime resulting from:
- Customer system misconfiguration
- Software or operating system faults within customer-controlled virtual machines
- Failures or delays caused by third-party providers or upstream internet issues
- Scheduled maintenance announced on the status page
- Force majeure events as defined in the Hosting Service Agreement
While backup infrastructure is available via Veeam, configuration, execution, and testing of backups are the customer’s responsibility unless agreed otherwise.
7. Contact
For SLA queries or to request SLA credits, please email [email protected].