Last updated: June 2026
This page describes how GSWS approaches reliability and support. It is a statement of our operational practices rather than a contractual service level agreement with financial credits, unless otherwise agreed in writing for a specific plan.
GSWS infrastructure runs across multiple application instances behind a load balancer. We run automated health checks against the platform on a continuous basis; if an instance becomes unresponsive, it is automatically restarted without affecting other active sessions. Scheduled maintenance and deployments are performed using a zero-downtime release process.
Platform data is backed up on a regular automated schedule. For hosting packages and websites you manage through GSWS, backup availability depends on the plan and any backup add-ons you have configured — check your package's Backups tab for details.
Support requests can be raised by emailing support@geig.co.uk or via the support section of your dashboard. We aim to acknowledge support requests within 1 business day. Response times for urgent issues affecting service availability are prioritised over general queries.
Where maintenance requires downtime to a specific service (rather than the platform as a whole), we will aim to notify affected customers in advance via the dashboard or email, except for emergency security fixes which may be applied immediately.
Some services depend on third-party providers (20i, Contabo, Vast.ai). Outages originating with these providers are outside our direct control, but we monitor for them and will communicate known issues affecting your services where possible.
