1. Purpose

This SLA outlines the terms and conditions for cloud website hosting services provided by Cloud Website Hosting. It defines service expectations, performance levels, and responsibilities to ensure consistent and reliable service delivery.

2. Scope of Services

Cloud Website Hosting will provide the following services under this SLA:

• Cloud-based website hosting

• Performance optimisation

• Backup and security services

• Email hosting

• 24/7 support and monitoring

• System and website maintenance

3. Performance Standards

3.1 Uptime Guarantee

• The service will be available 99.9% of the time per calendar month, excluding scheduled maintenance and force majeure events.

• Uptime is measured monthly and includes all network and server availability.

3.2 Response and Resolution Times

4. Responsibilities

4.1 Service Provider Responsibilities

• Ensure cloud hosting infrastructure reliability and performance.

• Provide regular backups and implement security measures.

• Monitor and maintain system performance 24/7.

• Offer technical support and assistance via email, phone, or ticketing system.

4.2 Client Responsibilities

• Ensure timely reporting of issues via the agreed communication channels.

• Comply with Cloud Website Hosting’s acceptable use policies.

• Provide necessary information for troubleshooting and support.

5. Monitoring and Reporting

• Performance metrics will be tracked and reported monthly.

• Clients can request performance reports upon request.

6. Compensation for Service Failures

If Cloud Website Hosting fails to meet the uptime guarantee:

• 99.5% – 99.9% uptime: 10% service credit.

• 99.0% – 99.4% uptime: 20% service credit.

• Below 99.0% uptime: 30% service credit.

Service credits will be applied upon client request and verified by Cloud Website Hosting.

7. Maintenance and Scheduled Downtime

• Routine maintenance will be performed during off-peak hours.

• Clients will receive a minimum of 48 hours’ notice for scheduled downtime.

• Scheduled downtime will not exceed [3] hours per month.

8. Security and Data Protection

• Daily backups will be performed to ensure data integrity.

• Security measures, including firewalls and malware protection, will be implemented.

• In case of a data breach, clients will be notified within 24 hours.

9. Term and Termination

• This SLA is valid from the effective date until terminated by either party with 30 days’ written notice.

• Breach of the SLA terms may result in immediate termination.

10. Exclusions

This SLA does not cover:

• Issues caused by client misuse or unauthorised changes.

• Third-party services or software outside Cloud Website Hosting’s control.

• Force majeure events such as natural disasters or widespread internet outages.

11. Optimisation

• Disclaimer of Ranking Guarantees
  While the Service Provider is committed to delivering high-quality optimisation services, it is important to note:

  • The Service Provider does not provide any guarantees on the position or ranking of the Client’s website in search engine results.
  • Search engine algorithms are beyond the control of the Service Provider and are subject to constant changes.
  • Our role is to create an optimal environment designed to help maximise the website’s potential for higher search rankings and improved online visibility.