Hosting – Service Level Agreement
We make every effort to maintain 99.95% uptime on all of our hosting services. The following SLA describes in more detail regarding our services guarantees.
We run automated daily backups of your website files and database which are stored for a 14 day period. In the event of a back failure, data may not be available and is provided on an as-is, as-available basis.
Core and Plugin Updates
WordPress core or plugin updates which address security vulnerabilities are applied automatically.
WordPress plugins installed by Digital Arm are updated periodically.
Excused Downtime means:
Scheduled maintenance or Force Majeure events
Emergency maintenance (typically to apply a patch to fix a security vulnerability)
If we become aware of any security issues or vulnerabilities, we shall do what we deem necessary to resolve these issues and therefore may be unable to uphold our SLA.
Customer will receive a credit of five percent of the monthly hosting cost for each hour in which we fail to meet the Service Availability for such month. In order to receive SLA Credits you must make a request in writing to [email protected] within 30 days of the event occurring. SLA Credits may not exceed the total amount of recurring fees paid to us for the month in which we failed to meet the Service Availability, are forfeited at the expiration or termination of the Agreement, may not be aggregated, and will not be paid in cash.
Downtime is calculated from the time we are notified (plus any allowed time) of any issues to the point of its resolution.
Our hosting fees are charged annually, as such no partial refunds can be given for early cancellation of services.
A full backup of your website site files and database will be provided but the following services our part of our hosting infrastructure and will not be included:
- Automated Backups
If additional support is required for us to install your website on a new server this will be charged at the standard hourly rate.