Our Uptime Commitment
We back our infrastructure with a financially guaranteed 99.99% uptime SLA. If we don't meet our commitment, you get credited. It's that simple.
99.99% Uptime Guarantee
G7Cloud guarantees that our network and core infrastructure will be available 99.99% of the time in a given billing month, excluding scheduled maintenance.
Because we own our hardware and operate out of a private Tier III UK data center, we have complete control over our environment, allowing us to confidently offer this enterprise-grade SLA to all customers.
Service Credits
If we fail to meet our 99.99% uptime guarantee, you are eligible for a credit applied to your next billing cycle based on the following tier structure:
| Monthly Uptime | Credit Amount |
|---|---|
| 99.9% to 99.98% | 10% of monthly fee |
| 99.0% to 99.89% | 25% of monthly fee |
| Less than 99.0% | 100% of monthly fee |
Exceptions
The following scenarios are not considered downtime for SLA credit purposes:
- Scheduled maintenance (announced at least 48 hours in advance)
- Issues caused by custom application code, plugins, or themes
- Downtime requested or caused by the customer
- Force majeure events (natural disasters, widespread internet outages)
- Suspension of service due to billing issues or terms of service violations
Proactive Monitoring
We monitor our infrastructure 24/7/365 from multiple geographic locations. If an issue arises, our engineering team is alerted instantly.
View System Status →Private Infrastructure
Our SLA is possible because we own our hardware. We don't rely on third-party cloud providers, meaning we have direct control over resolution times.
Incident Response Process
When things go wrong, speed and transparency are everything. Here is how we handle critical incidents.
Detection
Automated monitoring detects an anomaly and pages the on-call engineering team.
Triage
Engineers assess the scope, update the status page, and begin investigation.
Resolution
The root cause is identified and a fix is deployed to restore service.
Post-Mortem
A detailed report is published explaining what happened and how we will prevent it.
How We Monitor
We don't wait for you to tell us your site is down. Our proactive monitoring catches issues before they impact your users.
Multi-Region Probes
We check your site's availability from over 12 different geographic locations simultaneously to ensure global reachability and detect regional routing issues.
Sub-Minute Checks
Our monitoring systems ping your infrastructure every 30 seconds. We don't rely on 5-minute intervals that mask brief outages.
Automated Alerting
Critical alerts bypass email and go straight to PagerDuty, waking up our on-call engineers via phone and SMS 24/7/365.
Real-Time Dashboards
We use Grafana and custom internal tooling to monitor CPU, memory, disk I/O, and network throughput in real-time across our entire fleet.
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