Service levels (SLA)

Our uptime promise is our best effort, with no fixed figure yet for each calendar month. “Up” means your website answers, your mailbox receives email and your agent answers chats.

We measure it with automatic checks from outside our own network, every few minutes. Downtime is the time between the first failed check and the first good check after it.

A person answers your first message within 24 hours. Open a ticket in My Stack → Help, or write to our contact page. When a service is down, say so in the first line: we look at those first.

Sometimes we need to update servers. We tell affected customers before planned work and choose quiet hours. Planned work we announced does not count as downtime. Urgent security fixes can happen at short notice; we explain them afterwards.

• Problems caused by your own code, plugins, themes or settings.
• A service we paused because a payment failed or the acceptable use rules were broken.
• Attacks on your site that we are blocking, and problems with your own internet, devices or DNS outside StackSouk.
• Outages of other companies we do not control, such as a domain registry, or events nobody can control.

You get a credit on your next bill: a credit agreed case by case.

To claim it, write to us within 30 days after the month ends, with the service and the times you saw the problem. The credit is taken off a later bill; it is not paid out in cash. This credit is the remedy for missed uptime; the rest of the terms still applies.

We tell the customers who are affected, say what happened, and say what we changed so it does not happen again. If your site, mailbox or agent seems down and you have not heard from us, open a ticket: you may have spotted it first.