Server Level Aggrement

Server Level Agreement (SLA)

This Server Level Agreement (SLA) outlines the terms and conditions between the service provider and the customer regarding server hosting services, including uptime guarantees, support, and maintenance. By utilizing the services, the customer agrees to the following terms:

1. Service Availability and Uptime Guarantee
   The provider commits to offering 99.9% server uptime, excluding scheduled maintenance, and events beyond the control of the provider (e.g., natural disasters, network outages, etc.). In case the uptime falls below 99.9% in any given month, the customer may be eligible for a service credit as outlined in the service credit section.

2. Scheduled Maintenance

   • Scheduled maintenance will be communicated to customers at least 48 hours in advance.
   • Maintenance performed during off-peak hours is aimed at minimizing service disruption.
   • Regular maintenance is typically scheduled during low-traffic periods to ensure minimal impact on service availability.

3. Support and Response Times
   The provider will offer technical support via the following channels:

   • Email/Ticketing: Support requests will be responded to within 4 hours during business hours (9:00 AM to 6:00 PM, Monday to Friday).
   • Live Chat/Phone Support: Available 24/7 for urgent issues or emergencies.
   • Response Time for Critical Issues: Critical issues, such as server downtimes or data loss, will be prioritized and responded to within 30 minutes.

4. Backup and Data Recovery

   • Regular backups are performed for all hosted servers on a daily basis, which are stored securely.
   • The provider will take reasonable measures to ensure the security and integrity of the backup data but cannot be held liable for any data loss or corruption.
   • The customer is responsible for maintaining their own backup copies of critical data.

5. Security and Performance Monitoring

   • The provider will monitor servers for performance issues, including CPU, memory usage, and bandwidth.
   • Security measures, including firewalls and intrusion detection systems, will be implemented to safeguard server environments.
   • The customer is responsible for ensuring their software and applications are secure and compliant with industry standards.

6. Service Credits
   If server uptime falls below the guaranteed level of 99.9% in a given month, the customer will be eligible for a service credit. The credit will be applied as follows:

   • Uptime between 99.0% and 99.9%: 5% of the monthly service fee.
   • Uptime between 95.0% and 99.0%: 10% of the monthly service fee.
   • Uptime below 95.0%: 20% of the monthly service fee.

7. Customer Responsibilities

   • The customer is responsible for ensuring that their server configurations comply with applicable laws and regulations.
   • The customer must maintain a valid backup plan for all mission-critical data.
   • The customer must inform the provider of any issues related to server performance, availability, or security immediately.

8. Limitation of Liability
   The provider is not liable for any indirect, special, or consequential damages, including but not limited to loss of business or revenue, resulting from server downtime, data loss, or other service interruptions. The maximum liability will be limited to the service credit applicable under this agreement.

9. Termination
   Either party may terminate the agreement with 30 days' written notice. Upon termination, all data will be securely erased, and the server access will be disabled.

10. Agreement Modifications
    The terms of this SLA may be updated from time to time. Any modifications will be communicated to the customer at least 30 days before they take effect.