Service Level Agreement (SLA)
This Service Level Agreement ("SLA") outlines the terms and conditions for the use of our web hosting services ("Services") provided by our hosting provider ("Provider") to our customers ("Customers"). This SLA constitutes a binding agreement between the Provider and the Customer and sets forth the agreed-upon service levels to be provided by the Provider.
The Provider guarantees that its Services will be available 99.9% of the time each calendar month, excluding scheduled maintenance windows and events outside of the Provider's control, such as acts of God, terrorism, or other natural disasters.
If the Provider fails to meet the 99.9% uptime guarantee during any calendar month, the Customer is entitled to receive a credit equal to one day's worth of the monthly fee for each hour of downtime, up to a maximum of the full monthly fee. This credit will be applied to the Customer's account within thirty (30) days of the end of the affected calendar month.
Support Response Time
The Provider guarantees a response time of no more than one hour to support requests submitted by Customers through our support channels. If the Provider fails to meet this response time guarantee, the Customer is entitled to receive a credit equal to 10% of their monthly fee for each hour of delay, up to a maximum of the full monthly fee. This credit will be applied to the Customer's account within thirty (30) days of the end of the affected calendar month.
Data Backup and Recovery
The Provider ensures the regular backup of Customer data and provides restoration of data in the event of data loss or corruption. The Provider cannot be held responsible for any loss of data that occurs due to factors outside of its control, such as user error or third-party applications.
Hardware and Network Maintenance
The Provider will perform routine hardware and network maintenance to ensure optimal performance and security of the Services. Scheduled maintenance windows will be communicated to Customers at least 72 hours in advance, and the Provider will make every effort to minimize any impact on Service availability.
Termination of Services
The Customer may terminate their Services at any time, subject to the Provider's cancellation policy. The Provider reserves the right to terminate Services if the Customer violates any terms and conditions set forth in this SLA or the Provider's Acceptable Use Policy.
Governing Law and Dispute Resolution
This SLA shall be governed by and construed in accordance with the laws of the jurisdiction in which the Provider is located. Any disputes arising from this SLA shall be resolved through binding arbitration in accordance with the rules of the jurisdiction in which the Provider is located.
This SLA constitutes the entire agreement between the Provider and the Customer and supersedes all prior agreements and understandings, whether written or oral. This SLA may only be amended in writing and signed by both parties.