This Service Level Agreement outlines the hosting services provided by CMS Live and the standards our clients can expect.
It applies to all clients using our managed hosting services and is designed to support a rolling monthly hosting model with clear expectations, reliable support, and transparent communication.
CMS Live provides fully managed website hosting using high-performance latest generation Dedicated Servers and Cloud Infrastructure, carefully configured for speed, security, and reliability.
Our managed hosting service includes:
We focus on keeping your website fast, secure, and running smoothly — without you needing to worry about the technical side.
We aim to deliver 99.99% network uptime across all hosted websites.
Where issues do arise, we act quickly to investigate, resolve, and minimise disruption.
Reliable hosting is about more than servers and hardware — it’s about knowledge, experience, communication, responsiveness, and knowing someone is on it when you need them.
We prioritise requests based on their impact:
High Priority
Full website downtime, serious security issues, or major functionality failures.
Response begins within 15 minutes, during business hours. If you have a high priority request outside of business hours please email us and we will assess any impact and respond accordingly.
Medium Priority
Partial issues, non-critical errors, or general support requests.
Response within 4 hours, during business hours.
Low Priority
Minor updates, enhancements, or non-urgent tasks.
Response usually same working day, during business hours.
If something clearly doesn’t work, we’ll agree the priority with you — no rigid ticket systems, just common sense.
Standard support hours are Monday to Friday, 9am – 5pm (UK time).
Outside of these hours, requests are logged and handled on the next working day unless they are business-critical.
We take care of the hosting environment, security, and performance.
Where clients have administrative or content access to their website, responsibility for website content remains with the client.
This includes:
Clients are responsible for ensuring their content complies with applicable laws, regulations, and third-party rights, including copyright and intellectual property.
CMS Live may carry out routine monitoring of hosted websites to maintain security and service integrity.
If we reasonably suspect that any content on a website may:
we reserve the right to remove or restrict access to that content without notice where necessary to protect the service or prevent legal exposure.
Where possible, we will notify the client promptly if:
We will always aim to handle these situations fairly, quickly, and with clear communication.
This SLA does not cover issues arising from:
We do not offer financial compensation, refunds, or service credits for downtime or service interruptions.
Instead, our commitment is to:
Our hosting environments are built trusted Data Centres and Cloud Infrastructure platforms, selected for performance, resilience, and scalability.
These providers form the foundation of our uptime and reliability targets.