SLA

Service Level Agreement (SLA) – HostMyWebCloud.com

This Service Level Agreement (“SLA”) is a contract between HostMyWebCloud.com and its customers for the provision of web hosting services. This SLA outlines the service commitments, uptime guarantees, and support provisions to ensure the reliability and performance of our hosting services.

1. Service Availability

HostMyWebCloud.com guarantees a minimum service availability of 99.9% uptime, excluding scheduled maintenance. Service availability is calculated on a monthly basis, and any downtime exceeding the guaranteed uptime will be calculated to the customer’s account based on the following schedule:

  • 99.9% to 99.0% uptime: 10% discount
  • Less than 99.0% uptime: 25% discount

2. Support Response Time

HostMyWebCloud.com provides 24/7 technical support to assist customers with any service-related issues. Our support team aims to respond to customer inquiries and support tickets within the following timeframes:

  • Critical Issues (Website Down, Data Loss): Immediate response, resolution within 1 hour.
  • High Priority Issues (Service Degradation): Response within 1 hour, resolution within 4 hours.
  • Medium Priority Issues (Functional Queries, Configuration Changes): Response within 4 hours, resolution within 24 hours.
  • Low Priority Issues (General Inquiries): Response within 24 hours.

3. Backup and Data Retention

HostMyWebCloud.com performs regular backups of customer data to ensure data integrity and availability. Backup schedules and retention periods are as follows:

  • Daily backups: Retained for 7 days
  • Weekly backups: Retained for 4 weeks
  • Monthly backups: Retained for 12 months

Customers have the option to request data restoration from backups at any time, subject to availability and data retention policies.

4. Security and Compliance

HostMyWebCloud.com implements industry-standard security measures to protect customer data and ensure compliance with relevant regulations and standards. This includes encryption, access controls, and regular security audits to mitigate security risks.

5. Service Upgrades and Maintenance

HostMyWebCloud.com may perform scheduled maintenance or upgrades to improve service reliability and performance. Customers will be notified in advance of any planned maintenance windows, and efforts will be made to minimize service disruption during these periods.

6. Service Credits

In the event of service downtime or failure to meet SLA commitments, customers may be eligible for service credits as outlined in section 1 (Service Availability). Service credits will be applied as a monetary credit to the customer’s account and can be used towards future service payments.

7. Customer Responsibilities

Customers are responsible for maintaining the security and integrity of their accounts, including safeguarding login credentials, updating software and applications, and complying with applicable laws and regulations. HostMyWebCloud.com is not liable for any damages or losses resulting from customer negligence or misuse of services.

8. Dispute Resolution

Any disputes or disagreements regarding service performance or SLA compliance will be resolved through mutual discussion and negotiation between HostMyWebCloud.com and the customer. If a resolution cannot be reached, either party may escalate the matter to arbitration or mediation as specified in the terms of service.

9. Amendments and Updates

HostMyWebCloud.com reserves the right to amend or update this SLA at any time to reflect changes in service offerings, industry standards, or regulatory requirements. Customers will be notified of any changes to the SLA via email or through the customer portal.

10. Agreement Acceptance

By using HostMyWebCloud.com’s services, customers acknowledge and accept the terms of this SLA and agree to abide by its provisions.

This SLA is effective as of 22 February 2016 and remains in effect until superseded or terminated by mutual agreement.

Signed:

HostMyWebCloud.com

Stanley Chauke, CEO

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