Antropy Service Level Agreement (SLA)

In Plain English (the short version)

At Antropy, we take care of everything so you don’t have to worry about hosting.

  • We aim for 99.9% uptime.
  • If your service is unavailable, we’ll put it right as quickly as possible.
  • We provide managed backups on a best-effort basis, but you should always keep your own copies too.
  • If we ever fall short, you’ll get a pro-rata refund of your hosting fee for the time your service was unavailable.

Simple, fair, and designed so you can focus on your business.

The Full SLA

Service Availability

We aim to provide at least 99.9% availability of our managed hosting services, excluding scheduled or emergency maintenance.

Compensation: If service availability falls below this level, you may request a pro-rata refund of the hosting fee for the period of downtime.

Hardware & Software

Antropy is responsible for the hardware and core software we provide. If a hardware fault occurs, we will replace components at no cost. Software issues within our control will be addressed as soon as reasonably possible.

Backups

  • We use two different backup systems, in two different physical locations.
  • Backups are provided on a best-effort basis only.
  • Backup success, retention, and restoration times are not guaranteed.
  • Customers are strongly encouraged to maintain their own independent backups.
  • Time taken to restore backups does not count as downtime under this SLA.

Limitations

Refunds will not apply if:

  • You are in breach of our Terms of Service (e.g. overdue invoices, misuse of services).
  • The issue is outside our reasonable control, including third-party failures, internet congestion, or cyberattacks.
  • Downtime results from scheduled or emergency maintenance.
  • The problem is caused by customer-supplied software or configuration.
  • The issue was not reported to us.

Refunds are the sole remedy under this SLA and will not exceed the monthly hosting fee.

Refund Requests

To request a refund, email us within 7 days of the incident, providing details and times of the outage. Verified refunds will be applied to your account within 30 days.

This SLA should be read alongside Antropy’s Terms of Service.