Is there an uptime SLA with service credits?
We commit to 99.99% uptime, backed by a 30-day money-back guarantee rather than a service-credit scheme you have to claim. You also get independent per-minute monitoring with alerts delivered to you as well as us, restore-tested backups, and an architecture where your site keeps serving even if our control system fails.
Hand-sold Enterprise contracts are different: they carry a bespoke written SLA, with an agreed 99.99% availability target and service credits set per contract.
The self-serve commitment in full is on the SLA page, and incidents are published live on the status page.
Related questions
Do you guarantee uptime?
We commit to 99.99% uptime, backed by a 30-day money-back guarantee rather than a service-credit scheme. You also get per-minute uptime monitoring with email, webhook and Slack alerts sent to you as well as us, a live standby copy of your database on a second machine, and an architecture where your site keeps serving even if our control system goes down.
Full answerIs there a money-back guarantee?
Yes: 30 days on all paid plans. If G7Cloud is not right for you, contact us within 30 days of your first payment for a refund. The Free plan needs no guarantee: it is free forever and takes no card.
Full answerWhat support channels do you offer?
Email and ticket-based support from our UK team. Your ticket is read and answered by the engineers who run the platform.
Full answerWhat are your response times?
We are a small UK engineering team and we answer every ticket as quickly as we can. Pro plans get priority handling, and Agency plans get dedicated support.
Full answer