Service Level Agreement (SLA)
1. Introduction
This Service Level Agreement (SLA) constitutes an agreement between WPressly (hereinafter referred to as the "Service Provider") and its customers (hereinafter referred to as the "Customer"). This agreement aims to define the expected level of service from the Service Provider.
2. Scope of Service
The Service Provider offers web hosting, server hosting, and virtual server hosting services. These services include:
- Hosting websites on efficient and secure servers
- Providing technical support to customers
- Continuous system and performance monitoring
3. Availability
The Service Provider commits to ensuring 99.9% service availability throughout the year, excluding scheduled maintenance and outages beyond our control.
4. Technical Support
Technical support is available to the Customer 24/7. Technical support can be reached via:
- Email: support@wpressly.com
- Phone: +00201016000038
5. Response Time
The Service Provider commits to responding to any support request within 1-2 hours of receiving the request.
6. Scheduled Maintenance
Customers will be notified of any scheduled maintenance 48 hours in advance. Maintenance will be scheduled at times of least impact to customers.
7. Compensation
If the committed availability level is not met, the Customer is entitled to the following compensation:
- If availability is less than 99.9% but higher than 99.0%, the Customer will receive a 10% discount on the next month’s fee.
- If availability is less than 99.0%, the Customer will receive a 25% discount on the next month’s fee.
8. Terms and Conditions
This agreement does not cover:
- Outages caused by customer misuse of the service
- Outages due to issues with external networks not managed by the Service Provider
- Outages caused by force majeure events such as natural disasters
9. Amendments
WPressly reserves the right to amend this agreement at any time. Customers will be notified of any amendments 30 days before they take effect.