Defined per service
Availability commitments and remedies are stated in the order or service schedule for the service purchased.
Corporate information
Service commitments
Specific availability targets, support coverage and remedies are stated in the customer’s accepted order or service schedule. This page explains the principles used when those commitments are defined.
Measured fairly
A service incident must be distinguished from customer configuration, planned maintenance and external dependencies.
Evidence-based review
Support records and platform monitoring are used to assess a qualifying availability claim.
01 / Corporate information
Service availability and maintenance
The applicable service description sets out any committed availability target. Planned maintenance, emergency security work and unavoidable supplier interventions may be handled differently from an unplanned platform outage. Customers are expected to maintain contact details and follow resilience guidance relevant to their architecture.
- Availability is assessed for the BLCS-managed service boundary
- Planned maintenance is communicated through the appropriate customer channel where practicable
- Emergency work may be performed without the normal notice where delay would create greater risk
- High availability requires an architecture designed to remove relevant single points of failure
02 / Corporate information
Exclusions, claims and remedies
Events outside the managed service boundary do not automatically qualify as platform downtime. Any service credit, claim window or calculation method applies only where it is included in the accepted service terms.
- Customer application faults, exhausted quotas and unauthorised changes may be excluded
- Internet routes, DNS providers or third-party services outside BLCS control may be excluded
- Suspension for non-payment, abuse or security containment is not normal availability failure
- A claim should identify the service, incident time and supporting ticket reference
Who this information supports
Where this policy applies
The applicable order and service documents remain important where the enquiry or account relates to a purchased service.
Customers reviewing an order
Procurement and service assurance teams
Managed-hosting customers
Organisations planning high-availability systems
Clear answers
Frequently asked questions
These answers explain the public policy at a practical level. Account-specific matters should use the secure Client Area.
Does every service automatically include the same uptime guarantee?
No. The target and any remedy depend on the product and accepted service schedule. A shared plan, single VPS and multi-node architecture do not provide the same resilience.
Is scheduled maintenance counted as downtime?
The treatment of planned maintenance is defined in the applicable service terms and maintenance notice.
Does an SLA replace backup and disaster-recovery planning?
No. Availability commitments do not protect against every data-loss, application or regional scenario. Recovery controls must be designed separately.
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