Service Level Agreement (SLA)
Definitions
Host = AlienBoo and/or its Parent Company
Owner, User, You, Your = You, The paying Customer
Scheduled Maintenance = maintenance (e.g. repairs, modifications, or upgrades) that is announced at least 48 hours in advance;
This Service Level Agreement (the “SLA”) is an integral part of your agreement with Host for the provision of services (collectively the “Services”) set forth on the Service and Pricing Order Form.
This SLA defines the terms of our responsibility with respect to the Services that we provide (the Service Commitments) and your remedies in the event that we fail to meet these Service Commitments. This SLA and the refunds set forth herein (the Service Credits) represent Host’s sole obligation and your sole remedy for our failure to meet such Service Commitments.
Our Service Commitments To You Under This SLA:
99.99% Availability Guarantee
Host guarantees our service will be available and free of material defects for use by customers at a minimum of 99.99% of the hours in a calendar month. In the event that our service does not experience 99.99% availability in a given month (see Excluded Events below), the following credit schedule will be used.
- 5-60 Mins : 5%
- 60-90 Mins: 8%
- 90-120 Mins: 12%
- 120-180 Mins: 20%
Thereafter Host will credit 20% of your monthly service fees for each additional three (3) hours of service unavailability experienced up to 100% (for all Service Credits in a given month) of the monthly service fees for those Services affected.
Your Site vs. Our Service
Every WordPress site hosted with us reflects individual choices – from the plugins installed to the theme selected and various customizations applied. The way visitors interact with your site is also distinct, whether they’re completing purchases, consuming content, or engaging with interactive features. These individual elements shape your site’s performance capabilities: Some websites effortlessly manage millions of views, while others might struggle with just ten simultaneous users. No two sites behave identically, even with the same hosting specifications. Consequently, when your site displays a 503 error, it rarely indicates a failure in our hosting service.
We do acknowledge responsibility in instances when our configuration is incorrect, our automated systems fail, or we identify issues in our codebase. This clear separation between site-specific issues and our core services forms a vital component of this SLA.
AlienBoo strives to facilitate your success through swift, professional issue resolution and expert consultation regarding WordPress performance and security standards.
Public Cloud IAAS Vendor Risk Acceptance
Both parties acknowledge that AlienBoo deploys its services through multiple Infrastructure as a Service (IaaS) providers in the “Cloud” computing space. The delivery of computing resources, digital storage solutions, and network capabilities may be sourced from providers including Digital Ocean, Amazon Web Services, Google Cloud, Linode, Vultr or other public cloud platforms selected by AlienBoo.
All parties recognize that utilizing cloud IaaS providers carries inherent risks regarding service availability, performance metrics, and system reliability. These risks encompass potential data disruptions, security vulnerabilities, and possible surveillance or intervention by government entities, whether currently identified or yet undiscovered. AlienBoo implements commercially reasonable industry standards in system design, security protocols, and operational procedures to minimize the impact of such disruptions on our service delivery. However, AlienBoo provides no explicit or implicit guarantees, service level agreements, or assurances regarding events reasonably deemed beyond our direct control or influence. Clients must understand that the Internet consists of numerous independent systems operating beyond AlienBoo’s jurisdiction. This Service Availability Commitment specifically addresses AlienBoo’s provision of access to the global internet infrastructure. Network irregularities, routing disparities, and service interruptions within the broader Internet or IaaS provider networks fall outside our direct control and are not considered violations of our Service Availability Commitment.
Service Credit Requests
All SLA claims must be filed in writing to Host Accounting (Host) within 7 days of the incident. The support ticket must include all relevant information, including server name, IP address, full description of the incident, and any logs (if applicable). All SLA credits will be issued as credits against future invoices for services.
In order to qualify for Service Credits, you must be current on all payment obligations, not be in violation of the Terms of Service, Acceptable Use Policy or any other policies and procedures of Host.
Total cumulative Service Credits during any given month shall not exceed your monthly fee for those Services affected.
Host proactively monitors network uptime, infrastructure uptime and hardware availability. The results of these monitoring systems shall provide the sole and exclusive determination of network uptime, infrastructure uptime and hardware availability.
Excluded Events
No Service Credits will be given for service interruptions: (i) caused by the action or failure to act by you or your personnel, (ii) due to failure of any equipment provided by you, (iii) which are the result of scheduled maintenance, (iv) due to a force majeure event, (v) for which you are entitled to a Service Credit for the same or contemporaneous Service Commitment failure or (vi) resulting from your breach of the Terms of Service, Acceptable Use Policy or any other policies and procedures of Host (vii) any issue arising as a result of a failure, outage, negligence, or other disruption of service at the underlying IaaS provider.
Right To Modify
Host may modify any aspect of this SLA with or without prior notice. Should you wish to terminate the Service as a result of such modification, you may do so by sending a termination notice via support ticket or phone to Host any time prior to the effective date of such modification. Absent such termination notice, the modified SLA shall apply from the effective date for as long as you continue to retain Services from Host.