Service Level Agreement (SLA) for PeaceWorks Web Hosting Services
Introduction
This Service Level Agreement (SLA) outlines the commitment and standards set forth by PeaceWorks to deliver reliable and high-quality hosting services to our valued customers. As a reputable web hosting company, we prioritize transparency, efficiency, and customer satisfaction. This SLA establishes clear expectations and responsibilities for both PeaceWorks and our clients, ensuring a seamless hosting experience.
- Service Availability
- Uptime Guarantee: We guarantee an uptime of 99.9% for our hosting services, ensuring your website remains accessible and available to visitors around the clock. In the event of any unforeseen downtime, our dedicated technical team works diligently to resolve issues promptly and minimize disruptions.
- Downtime Exclusions: Our Service Level Agreement (SLA) for downtime calculations excludes planned maintenance, customer-initiated actions, unauthorized access or attacks, and third-party services. We are dedicated to minimizing downtime and promptly resolving any other service interruptions not falling within these exclusions. Our commitment to reliable services remains unwavering, and we continuously invest in technologies to enhance system performance and availability.
- Technical Support Response Time: During our regular business hours, we guarantee that technical support requests will receive an initial response within 2 business hours. Our regular business hours are Monday to Friday, from 9:00 AM to 6:00 PM Eastern Time, excluding statutory holidays. For urgent matters outside of these hours, clients can reach us through our call-in support service. For more information, please visit our support page. Additionally, you can find details here about our terms of service.
- Data Backup: We conduct daily backups of our web servers, mail servers, and database servers, securely storing them in a remote cloud server. This ensures data availability, quick restoration, and protection against data loss or system failure.
- Security Measures: The security measures provided include DC layer firewall, ModSecurity, DDoS protection, regular security audits, patch management, data backup and disaster recovery, monitoring and logging.
- Termination: Our SLA Termination Policy ensures the proper and secure use of our services. Accounts found engaging in abusive activities, regardless of prior warnings, can be subject to termination. Additionally, accounts with outstanding invoices for a period of 60 days will be suspended, and services will remain so until payment is received. Prior to termination, we will attempt to provide a 30-day notice, informing the account holder of the impending action and the reasons behind it. It is the account holder’s responsibility to retrieve and back up any important data before the termination occurs, as all associated data may be permanently deleted. In case of disagreement or appeals, account holders have a 15-day window to submit formal appeals to our support team. However, no refunds will be provided for any unused services upon termination.
In conclusion, our SLA reflects our commitment to providing reliable and high-quality web hosting services. It outlines clear guidelines for handling abusive activities, ensuring timely payments, and maintaining a secure environment for all users. We strive to communicate effectively, offering a 30-day notice before any termination action and providing an avenue for appeals when necessary. Our goal is to foster a positive and trustworthy partnership with our customers, ensuring their satisfaction and success with our services.
