Service Level Agreement
This Service Level Agreement (“SLA”) is entered into between Overse Hosting (“Provider”) and the customer (“Customer”) of the web hosting services provided by the Provider. This SLA outlines the performance standards and guarantees provided by the Provider.
- Uptime Guarantee
1.1 The Provider guarantees an uptime of 99.9% for the Customer’s web hosting services, excluding scheduled maintenance and circumstances beyond the Provider’s control (such as acts of nature or network attacks).
1.2 “Uptime” refers to the percentage of time that the Customer’s web hosting services are accessible and operational.
1.3 In the event of a failure to meet the uptime guarantee, the Provider will provide credits to the Customer based on the following schedule:
- Uptime between 99.0% – 99.8%: 5% credit of the monthly hosting fee
- Uptime between 98.0% – 98.9%: 10% credit of the monthly hosting fee
- Uptime below 98.0%: 20% credit of the monthly hosting fee
- Response Time
2.1 The Provider aims to respond to Customer support requests within 48-Hours, measured from the time the request is received by the Provider’s support team.
2.2 The Provider will make reasonable efforts to resolve support requests promptly and efficiently. The resolution time may vary depending on the complexity and nature of the request.
- Data Backup
3.1 The Provider will perform regular backups of the Customer’s data as part of the web hosting services.
3.2 Backup intervals, retention periods, and restoration procedures will be specified in the Provider’s backup policy, which is subject to change at the Provider’s discretion.
- Security
4.1 The Provider will implement industry-standard security measures to protect the Customer’s web hosting services against unauthorized access, breaches, or attacks.
4.2 The Provider will promptly address security incidents and take appropriate action to mitigate and prevent further breaches.
- Customer Obligations
5.1 The Customer agrees to provide accurate and complete information required for the provisioning and maintenance of the web hosting services.
5.2 The Customer acknowledges that they are responsible for the security of their account, including maintaining the confidentiality of their login credentials.
- Limitations and Exclusions
6.1 The Provider’s liability for any performance failures or interruptions is limited to the service credits specified in this SLA.
6.2 The Provider is not liable for any damages, losses, or claims arising out of or related to circumstances beyond its control or the Customer’s failure to comply with their obligations under this SLA.
- Modification and Termination
7.1 This SLA may be modified or updated by the Provider at its discretion. The Provider will notify the Customer of any material changes to the SLA.
7.2 Either party may terminate the web hosting services and this SLA by providing written notice to the other party, subject to any applicable termination provisions in the service agreement or terms of service.
- Governing Law and Dispute Resolution
8.1 This SLA shall be governed by and construed in accordance with the laws of Texas. Any disputes arising out of or in connection with this SLA shall be subject to the exclusive jurisdiction of the courts located in Texas.