Service Level Agreement

Yanyy targets 99.9% monthly network and server availability, excluding scheduled maintenance, client-caused faults and events outside reasonable control.

Critical (site offline): within 4 working hours. High (major function broken): within 1 working day. Normal (edits, questions): within 2 working days. Requests are tracked in the client portal.

Monday to Friday, 09:00–17:00 UK time, excluding public holidays. Critical issues are monitored outside these hours on a best-effort basis.

Planned maintenance is carried out in low-traffic windows with at least 48 hours' notice where the work is likely to cause interruption. Emergency security patching may be applied without notice.

This SLA does not cover faults caused by client-supplied code or plugins, third-party services, domain or DNS issues outside Yanyy control, or non-payment suspensions.

Where availability falls below target in a calendar month, you may request a credit of 10% of that month's hosting fee for each full 1% below target, up to 50% of the monthly fee. Requests must be made within 30 days.