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Service Level Agreement

Our service level agreement states our responsibility to you as a web host

Service Level Agreement

Our service level agreement (SLA) is a contract between you, and us. It states our responsibility to you as a web host, and the credit guarantee you're entitled to if our SLA isn't met. All SLA credit requests must be requested within 3 days of the incident occurring, these requests can be processed by opening a ticket to our billing department.

99.9% uptime guarantee

We guarantee that our uptime will be 99.9% or more. This SLA does not apply our services have been deemed unavailable due to DDoS attacks, scheduled maintenance, client error or by any other means outside of our control. You can view our credit returns below (please note the SLA uptime is calculated over 30 days).

  1. 99.9% - 100% uptime: SLA met
  2. 99.0% - 99.89% uptime: 10% monthly service credit
  3. 98.0% - 98.99% uptime: 25% monthly service credit
  4. Less than 98% uptime: 50% monthly service credit

Ticket response times

Our ticket response SLA states the maximum wait time for each department. If we fail to respond to your ticket within the stated time frames below you're entitled to 25% credit from your monthly bill.

  1. Technical Request (available 24/7): 2 hour response
  2. Billing Request: 48 hour response

If you have any questions about our service level agreement speak to our sales team.

Professional and reputable hosting from a company you can trust!

"From very first contact Hostworld put me at ease, explained the process and assured me that they had everything in hand. And they did! They migrated our complete website to their servers, made sure everything was working as it should, and kept me informed of their progress."

Colin

"My experience with HostWorld.uk and the service as well as the quality of tech support I’ve received from them is, without question, one of the best if not the very best I ever had from any hosting provider. My migration to you will be my last. Thank you so much guys. Great job."

Mark

"Thank you very much for the excellent service I have received from Hostworld. My emails work very well following the help you gave installing my new domain on all my devices. My internet and email security has been greatly enhanced, my server space increased."

Alison

"I just want to say a massive thank you for your service. I run a music forum and people begged me to do a virtual party for the easter weekend during the COVID lock down, live DJ's etc. After many hours of trying different providers, youtube, facebook, twitch and so on..."

Etienne

"Josh has been attentive to our needs from the word Go! Absolutely amazing support and I cannot find a single fault with their service at all. Highly recommend these guys. We're with them for the foreseeable!"


Dan

"Great value, great service, great performance. The best of every world with this company. Highly recommended for all types of hosting needs. Andrew specifically has been great to work with."


Paul

Total Tickets
(last 30 days)

1,103

Incoming Calls
(last 30 days)

24

Live Chats
(last 7 days)

41

Our Stats

Real, honest support

Our UK based in-house support is ready to assist...

27 minutes

Ticket resolution time (average - last 7 days)

4 minutes

Call duration (average - last 30 days)

30 seconds

Live chat wait time (average - last 30 days)

71%

Tickets solved in 1 response (last 30 days)

30 seconds

Hold time (target)

12 minutes

Live chat resolution time (average - last 30 days)