Service Level Agreement
This Service Level Agreement (this "Policy") governs the service level that WishingWell WebHosting is expected to meet as well as the corresponding penalties and compensation for not meeting Service Levels as further specified for provision of WishingWell WebHosting products and services (the "Services"). WishingWell WebHosting may modify this Policy at any time without notice by posting it in the WishingWell WebHosting website.
This Service Level Agreement only applies to clients who have a WishingWell WebHosting Contract agreement with an Annual Account (NOT MONTHLY) available to Business Web Hosting and Cloud Solution Services ONLY. Clients without a Contract agreement (month by month) cannot request client credit, although WishingWell WebHosting will maintain services were applicable.
The Client can requests support requests by contacting WishingWell WebHosting staff, contact numbers as well as emailing the primary support email address . Client support requests will be handled as soon as possible; target time to initiate support requests is within 30 minutes. Client requests for software upgrades and or installation of new software packages will be processed as soon as possible. Target time to complete such requests is within 2 workings days of receipt.
All WishingWell WebHosting network Services are continuously monitored to ensure rapid response to any faults, which may occur. Monitoring is carried out on all primary Services. Monitoring feedback is provided to WishingWell WebHosting support staff via email and paging services 24 hours, 7 days.
4. Scheduled Outages
From time to time upgrades to hardware and or software may be required, where possible such upgrades will be performed outside of business hours. Client will be notified as far as practicable in advance of such upgrades via email / or telephone no less than 24hours in advance of any scheduled outage. Scheduled outages under normal conditions should not exceed 5 hours per year.
5. Service Level
5.1 Service Level
The targeted minimum service level is 99.9% uptime each month.
5.2 Service Uptime
The Service Uptime will be measured by WishingWell WebHosting and its determination is final.
5.3 Client Credit
If WishingWell WebHosting determines that Services were unavailable (excluding scheduled outages or those caused by customers or third parties) for a period exceeding the maximum allowable under the prescribed uptime guarantee, and extending for a continuous duration of 1hour or more per instance, upon the customer’s request, WishingWell WebHosting will credit the Clients’ monthly invoice the pro rated charges of one (1) day of the WishingWell WebHosting Service fee for each consecutive hour of applicable downtime, up to a maximum of 30 days per month.
To receive this credit, the Client must contact WishingWell WebHosting requesting the credit within 30 days of the end of the month for which credit is requested.
WishingWell WebHosting will not be liable for any loss or damage which may result from any interruptions, delays, faults or errors in the supply of the Services.
Service Level Agreement