Service level agreement

1. Uptime commitment

We commit to a monthly uptime of 99.99% across every website we host, measured from independent monitoring stations in Europe, North America and Asia Pacific. Uptime is calculated as the percentage of minutes in the calendar month during which the site responded to a public HTTP request with a valid response inside three seconds. Scheduled maintenance windows announced at least forty eight hours in advance are excluded, and in practice we schedule maintenance for the quietest hour on your traffic curve, not ours.

2. How we prove it

Every calendar month we publish an uptime report with the raw numbers, per region, without rounding up. If a region misses the target you will see it in the report before you have to ask about it. Post mortems for any incident over five minutes are published within seven working days, in plain English, including what happened, what we changed as a result, and what we still owe the process.

3. Revision turnaround targets

• Starter plan — average 48 hour turnaround on standard revision requests, measured across a rolling thirty day window.
• Growth plan — average 24 hour turnaround, plus priority reordering of your queue on request.
• Scale plan — average 12 hour turnaround during working hours, plus a named account lead and a direct phone line.

Larger builds (new page templates, integrations, migrations) move on weekly cycles rather than the daily cadence above, and we agree the timeline with you before work starts so nothing feels ambiguous mid sprint.

4. Support response times

Every email sent to hello@ or support@altaignite.com receives a first human response inside one business day, measured from the time of receipt to the time of first substantive reply. Auto acknowledgements do not count. Scale customers get a shorter four hour target during working hours.

5. Service credits

If we miss the uptime SLA in a given month, you get an automatic account credit on your next invoice, calculated as five percent of that month's fee for every 0.1% below the SLA, capped at the full monthly fee. You do not need to open a ticket or ask for the credit. It appears on the invoice by default. If we miss the revision turnaround target across a rolling thirty day window, we offer a discretionary credit on request, and we will always err on the side of yes.

6. Exclusions

The SLA does not cover: force majeure events beyond reasonable control, third party outages outside our hosting infrastructure (for example an outage at your CRM or CDN of choice), issues introduced by code or content changes you or another vendor deploy directly to the site, DNS changes made outside our control, or scheduled maintenance windows announced at least forty eight hours in advance. If something is on the edge of one of these categories, we will always call it honestly rather than argue our way out of a credit.

7. Getting in touch about the SLA

If you think we have missed the SLA and the credit has not appeared on your invoice, email sla@altaignite.com and we will investigate the same day. Nobody on our team is measured on how many credits they successfully deflect. That would defeat the entire point of publishing this page.