What happens when my website breaks?
Report the problem through your agreed support channel, describing the impact and how to reproduce it. For a critical issue with no workaround, we aim to respond within 1 business hour. Your applicable hosting or support agreement and the SLA set the scope and exclusions.
Last reviewed: 17 July 2026
- Support runs Monday to Friday, 9am to 5:30pm UK time, excluding public holidays in England. Target responses are Critical: 1 business hour; High: 4 business hours; Medium: 1 business day; Low: 2 business days. Target resolutions are respectively 4 business hours, 1 business day, 3 business days, and the next scheduled release or as agreed. These are indicative targets, not guarantees, and a resolution may be a temporary workaround.
- We target 99.5% monthly availability for hosting directly provided or managed by Varsuite under an active hosting service or Care Plan, excluding planned maintenance and the excluded events in the SLA. There is no separate service credit scheme. A missed target is treated as an ordinary breach, subject to the Service Contract liability limits.
- Emergency contact outside business hours is available only where agreed in your statement of work.
- Third-party outages, provider limits and changes, client-side issues and other excluded events fall outside the targets.
Reporting a problem
Report the problem through your agreed support channel, describing the impact and how to reproduce it. For a critical issue with no workaround, we aim to respond within 1 business hour. Your applicable hosting or support agreement and the SLA set the scope and exclusions.
Response and resolution targets
Support runs Monday to Friday, 9am to 5:30pm UK time, excluding public holidays in England. Target responses are Critical: 1 business hour; High: 4 business hours; Medium: 1 business day; Low: 2 business days. Target resolutions are respectively 4 business hours, 1 business day, 3 business days, and the next scheduled release or as agreed. These are indicative targets, not guarantees, and a resolution may be a temporary workaround.
What the availability target covers
We target 99.5% monthly availability for hosting directly provided or managed by Varsuite under an active hosting service or Care Plan, excluding planned maintenance and the excluded events in the SLA. There is no separate service credit scheme. A missed target is treated as an ordinary breach, subject to the Service Contract liability limits.
Third-party services and exclusions
Third-party AI providers, APIs and platforms have their own limits and availability. Their outages, throttling, quota changes and withdrawals are excluded events. Planned maintenance and other exclusions are listed in the Service Level Agreement.
Monitoring and backups
We monitor hosted infrastructure continuously and take reasonable routine backups. Backups support operational recovery; they are not a guaranteed archival service. Monitoring around the clock does not mean a 24-hour support desk.
Are response and resolution times guaranteed?
No. They are indicative targets measured in business hours, subject to the SLA exclusions. A temporary workaround may meet a resolution target.
Do I receive an automatic credit for downtime?
We target 99.5% monthly availability for hosting directly provided or managed by Varsuite under an active hosting service or Care Plan, excluding planned maintenance and the excluded events in the SLA. There is no separate service credit scheme. A missed target is treated as an ordinary breach, subject to the Service Contract liability limits.
What happens outside business hours?
The targets are measured in business hours. Critical issues may be raised outside those hours where an emergency contact route has been agreed in your statement of work.
Where are the full conditions?
Read the SLA with your quote and the Service Contract. The SLA applies to services including hosting, a Care Plan or ongoing support as identified in your agreement.
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