As a web hosting business, we are committed to providing our customers with the highest service and support. To ensure that our customers receive the best possible service, we have established a Service Level Agreement (SLA) that outlines the expectations for service availability, response times, and support.
Service Availability: We guarantee that our services will be available 99.9% of the time, excluding scheduled maintenance, hardware or software failures beyond our control, or any unforeseen circumstances that prevent us from providing service. If we fail to meet this guarantee, we will provide a credit of 5% of your monthly fee for each downtime hour, up to 50% of your monthly payment for the affected service.
Response Times: We guarantee that our support team will respond to your inquiries within 4 hours of receipt during regular business hours (Monday through Friday, 9 am to 5 pm PST).
Support: We provide 24/7 support for critical issues related to the functioning of our services. Our support team is available through phone, email, and online chat. For non-critical issues, we guarantee that our support team will respond within 24 hours of receipt.
Exceptions: This SLA does not cover issues that arise from your misuse of our services, including but not limited to violations of our Acceptable Use Policy (AUP) or failures caused by third-party applications or services.
This SLA may be modified at any time, and your responsibility is to review and comply with the current policy. Don't hesitate to contact our support team if you have any questions or concerns about this SLA.
We are committed to providing our customers with the highest level of service and support, and our SLA reflects this commitment. Thank you for choosing our web hosting business as your service provider.