ShiftHosting LLC - Service Level Agreement (SLA)
This Service Level Agreement ("SLA") outlines the terms and conditions under which ShiftHosting LLC ("Provider") will deliver hosting services to its customers ("Customers"). The purpose of this SLA is to define the levels of service quality, availability, and support that Customers can expect from ShiftHosting.
2. Service Description
ShiftHosting LLC will provide the following hosting services to its Customers:
- Web Hosting
- Virtual Private Servers (VPS)
- Dedicated Servers
- Email Hosting
- Additional Services as agreed upon
3. Service Availability
ShiftHosting LLC will strive to maintain a minimum of 99.9% uptime for its hosted services. Uptime will be calculated on a monthly basis using the following formula:
Uptime = (Total minutes in a month - Downtime minutes) / Total minutes in a month * 100
Scheduled Maintenance: ShiftHosting LLC will provide Customers with at least 48 hours' notice for scheduled maintenance windows. During these windows, services may be temporarily unavailable. Scheduled maintenance windows will be communicated via email or through the Customer portal.
Unscheduled Downtime: In the event of unscheduled downtime, ShiftHosting LLC will work to restore services promptly. Downtime caused by factors beyond Provider's control, such as acts of nature or third-party network disruptions, will not be considered in SLA calculations.
5. Customer Support
ShiftHosting LLC will offer 24/7 customer support through various communication channels, including email, live chat, and phone. Support response times will vary based on the severity of the issue:
- Critical Issues: Response within 1 hour
- High-Priority Issues: Response within 4 hours
- Medium-Priority Issues: Response within 12 hours
- Low-Priority Issues: Response within 24 hours
- Data Security
ShiftHosting LLC will implement industry-standard security measures to safeguard Customer data against unauthorized access, loss, or breaches. However, Customers are responsible for maintaining secure access credentials and taking necessary precautions to protect their data.
- Backup and Disaster Recovery
ShiftHosting LLC will perform regular backups of Customer data according to the agreed schedule. In the event of data loss or corruption, ShiftHosting will restore data from the most recent backup. Customers are responsible for testing the restoration process.
- Compensation for Breach of SLA
If ShiftHosting LLC fails to meet the agreed uptime levels, Customers may be eligible for compensation in the form of service credits. Compensation will be calculated based on the following scale:
- Downtime < 15m-30m: [2.5]% service credit
- Downtime < 30m-1Hour: % service credit Note:Maxamuim compensation of 30% of service.
9. Term and Termination
This SLA will be effective from [Start Date] and will continue until terminated by either party with [X] days' written notice. Termination may also occur in the event of material breach of this SLA.
ShiftHosting LLC reserves the right to amend this SLA with a 30-day notice to Customers. Amendments will be communicated via email and will not apply retroactively.