Legal & policies
Service Level Agreement (SLA)
These terms refer to FIRST SERVER. The legal entity, registered address and contact details are published in our Legal Notice. You can contact us through the Contact Us page.
1. Baseline service terms
This baseline SLA describes the service framework. It provides no numerical uptime guarantee, guaranteed support response time or automatic service-credit scheme. Such commitments apply only if stated in an accepted order or signed service-specific SLA. Its title does not create an unstated availability promise.
2. “As is” and “as available”
Subject to agreed specifications and mandatory law, services are provided “as is” and “as available”. FIRST SERVER does not promise uninterrupted or error-free operation, compatibility with every application or fitness for an undisclosed particular purpose. Scheduled maintenance, security measures, failures and third-party network events can affect availability. An “as is” clause does not waive obligations expressly undertaken or mandatory standards of conformity.
3. Service boundaries
The order defines CPU, memory, storage, network resources, management scope and any licensed software. Unless expressly included, customers administer operating systems, applications, access control and backups. Customers should maintain independent backups and recovery plans. Replication or snapshots are not a backup guarantee unless expressly contracted.
We will use reasonable efforts to communicate planned material interruptions where practicable. Urgent maintenance may occur without advance notice. Customer-caused failures and events outside reasonable control are assessed under the contract and applicable law; they do not automatically excuse every failure to perform.
4. Incident reporting and support
Report incidents using our contact channel, with the service identifier, timestamps, symptoms and diagnostic information. Do not send passwords or private keys. Support hours, escalation paths and response commitments are those expressly agreed for the service.
5. Liability limit
For business customers, to the fullest extent permitted by law and unless a signed agreement expressly provides otherwise, FIRST SERVER's aggregate liability arising from or connected with the affected service, whether in contract, tort or otherwise, is limited to one month's recurring fee for that affected service at the rate applicable immediately before the event giving rise to the claim. Annual or other multi-month fees are divided by the number of months covered. Related events are treated as one claim. This cap applies to damages, not to repayment of amounts that must be returned by law.
For business customers and to the extent permitted by law, FIRST SERVER excludes liability for indirect or consequential loss, loss of profits, revenue, business opportunities, goodwill, and loss or corruption of data. These exclusions do not remove express contractual obligations or any non-excludable duty.
Mandatory protections: nothing in these documents limits liability for fraud or wilful misconduct, death or personal injury where exclusion is prohibited, or any liability or remedy that cannot lawfully be excluded or limited. Mandatory consumer rights, data subjects' GDPR rights and regulatory powers remain unaffected. If a provision is prohibited or unfair under applicable law, it does not apply to that extent.
6. Remedies and precedence
Any expressly agreed service-credit mechanism is administered under its own terms. Statutory refunds, termination rights and mandatory remedies remain available. A service-specific SLA may replace this baseline where explicitly agreed. The Terms of Service and Cancellation & Refund Policy apply alongside this document.