Service Availability, Disaster Recovery and Incident Response
Astley Digital is committed to providing reliable, secure, and resilient hosting services. While outages caused by hardware failures, network issues, cyber incidents, or data centre interventions are rare, they can occur. This page outlines our service availability commitments, recovery procedures, expected restoration times, and the support available across our Virtual Machine, Dedicated Server, and High Availability hosting platforms. 🔒⚡
1. Infrastructure and Data Centre Interventions
Astley Digital utilises enterprise-grade data centre facilities and infrastructure providers to deliver hosting services. In the event of a hardware, network, storage, power, or infrastructure-related fault affecting customer services, our data centre provider may perform automated or manual intervention procedures without prior notice where necessary to restore service availability.
Whilst most interventions are completed within approximately one (1) hour, customers acknowledge that complex incidents may require extended recovery periods. In exceptional circumstances, service restoration may take up to six (6) hours.
Astley Digital shall not be held liable for any loss of revenue, business interruption, consequential loss, or damages arising from such outages or intervention periods.
2. High Availability Hosting Services
Customers subscribed to Astley Digital’s High Availability (HA) Hosting Platform benefit from replication across multiple geographical regions.
Where a regional failure, infrastructure outage, or catastrophic platform incident occurs, Astley Digital will use reasonable endeavours to fail over and restore customer services within one (1) hour of incident identification.
The one (1) hour target is a service objective and not a guaranteed service level agreement (SLA), as recovery times may vary depending on the nature and complexity of the incident.
3. Dedicated Server Hosting (Bare Metal)
Customers utilising dedicated physical servers acknowledge that hardware failures, operating system corruption, cyber security incidents, ransomware attacks, or other catastrophic failures may require full server restoration from backup images.
Where restoration from a full image backup is required, Astley Digital advises a recovery timeframe of up to twenty-four (24) hours.
Actual recovery times may vary depending upon:
- The size of the server and data volumes.
- Hardware replacement requirements.
- Backup integrity verification.
- Network restoration requirements.
- Third-party supplier response times.
Astley Digital will use reasonable endeavours to complete recovery as quickly as possible but provides no guarantee of restoration within any specific timeframe.
4. Virtual Machine Hosting Services
Customers utilising Virtual Machine (VM) hosting services benefit from rapid backup and recovery capabilities.
Where a virtual server requires restoration from backup due to corruption, compromise, accidental deletion, or system failure, Astley Digital advises a recovery timeframe of up to one (1) hour.
Recovery times may vary depending upon:
- The size of the virtual machine.
- The volume of data being restored.
- Storage system performance.
- Concurrent recovery operations.
Astley Digital will make reasonable efforts to restore affected virtual machines at the earliest opportunity.
5. Backup Services
Whilst Astley Digital maintains backup systems and disaster recovery procedures, customers remain responsible for ensuring they maintain independent copies of any business-critical data unless otherwise agreed in writing.
No backup solution can guarantee protection against every possible failure scenario, including but not limited to data corruption, malicious activity, software defects, or force majeure events.
6. Service Credits and Liability
Unless expressly stated within a separate signed Service Level Agreement (SLA), outage periods, maintenance windows, disaster recovery activities, backup restoration operations, or infrastructure interventions shall not automatically entitle customers to refunds, service credits, compensation, or damages.
Astley Digital’s total liability for any service interruption shall be limited to the fees paid by the customer for the affected service during the preceding one (1) month period.