SLA Agreement
Service Level Agreement (SLA) Agreement
Last Updated: 11/11/2023
This Service Level Agreement (SLA) is entered into by and between eHoster Services LTD, hereinafter referred to as "Service Provider," and the customer, hereinafter referred to as "Client." This SLA outlines the terms and conditions under which eHoster Services LTD will provide hosting services to the Client.
1. Service Availability
1.1. Uptime Guarantee
eHoster Services LTD guarantees a 99.9% uptime for its hosting services, excluding scheduled maintenance and unforeseen circumstances beyond our control.
1.2. Downtime Compensation
In the event of uptime falling below the guaranteed percentage, the Client may be eligible for compensation in the form of service credits, as outlined in the SLA.
2. Technical Support
2.1. Support Channels
eHoster Services LTD provides technical support through email (support@ehosterservices.com) and a 24/7 ticketing system.
2.2. Response Time
eHoster Services LTD commits to responding to support requests within 24 hours. Resolution times will vary based on the complexity of the issue.
3. Security
3.1. Data Security
eHoster Services LTD employs industry-standard security measures to protect Client data. The Client is responsible for securing their account credentials.
3.2. Incident Response
In the event of a security incident, eHoster Services LTD will promptly investigate and take appropriate action to mitigate the impact.
4. Service Monitoring
4.1. Monitoring Tools
eHoster Services LTD uses monitoring tools to track server performance and detect potential issues proactively.
4.2. Notification of Service Interruptions
Clients will be notified in advance of scheduled maintenance that may result in service interruptions.
5. Backup and Recovery
5.1. Data Backups
eHoster Services LTD performs regular backups of Client data. However, the Client is encouraged to maintain their backups for additional security.
5.2. Data Recovery
In the event of data loss, eHoster Services LTD will make reasonable efforts to assist the Client in data recovery.
6. Client Responsibilities
6.1. Compliance
The Client must comply with eHoster Services LTD's Acceptable Use Policy and any other policies provided.
6.2. Data Accuracy
The Client is responsible for the accuracy and integrity of their data. eHoster Services LTD is not liable for data loss or corruption resulting from Client actions.
7. Compensation
7.1. Uptime Compensation
Compensation for downtime will be provided in the form of service credits, as outlined in the SLA.
8. Termination
8.1. Termination Clause
Either party may terminate this agreement with a 30-day written notice. Termination will not absolve the Client of any outstanding financial obligations.
9. Governing Law
9.1. Jurisdiction
This SLA is governed by the laws of the United Kingdom. Any disputes arising from this SLA will be subject to the exclusive jurisdiction of the courts in the United Kingdom.
10. Contact Information
10.1. Customer Support
For questions or concerns regarding this SLA, please contact our customer support at [support@ehosterservices.com](mailto:support@ehosterservices.com).
By using our hosting services, the Client acknowledges and agrees to the terms outlined in this SLA. eHoster Services LTD is committed to delivering reliable hosting services and ensuring a positive user experience. Thank you for choosing us as your hosting provider.
Last Updated: 11/11/2023
This Service Level Agreement (SLA) is entered into by and between eHoster Services LTD, hereinafter referred to as "Service Provider," and the customer, hereinafter referred to as "Client." This SLA outlines the terms and conditions under which eHoster Services LTD will provide hosting services to the Client.
1. Service Availability
1.1. Uptime Guarantee
eHoster Services LTD guarantees a 99.9% uptime for its hosting services, excluding scheduled maintenance and unforeseen circumstances beyond our control.
1.2. Downtime Compensation
In the event of uptime falling below the guaranteed percentage, the Client may be eligible for compensation in the form of service credits, as outlined in the SLA.
2. Technical Support
2.1. Support Channels
eHoster Services LTD provides technical support through email (support@ehosterservices.com) and a 24/7 ticketing system.
2.2. Response Time
eHoster Services LTD commits to responding to support requests within 24 hours. Resolution times will vary based on the complexity of the issue.
3. Security
3.1. Data Security
eHoster Services LTD employs industry-standard security measures to protect Client data. The Client is responsible for securing their account credentials.
3.2. Incident Response
In the event of a security incident, eHoster Services LTD will promptly investigate and take appropriate action to mitigate the impact.
4. Service Monitoring
4.1. Monitoring Tools
eHoster Services LTD uses monitoring tools to track server performance and detect potential issues proactively.
4.2. Notification of Service Interruptions
Clients will be notified in advance of scheduled maintenance that may result in service interruptions.
5. Backup and Recovery
5.1. Data Backups
eHoster Services LTD performs regular backups of Client data. However, the Client is encouraged to maintain their backups for additional security.
5.2. Data Recovery
In the event of data loss, eHoster Services LTD will make reasonable efforts to assist the Client in data recovery.
6. Client Responsibilities
6.1. Compliance
The Client must comply with eHoster Services LTD's Acceptable Use Policy and any other policies provided.
6.2. Data Accuracy
The Client is responsible for the accuracy and integrity of their data. eHoster Services LTD is not liable for data loss or corruption resulting from Client actions.
7. Compensation
7.1. Uptime Compensation
Compensation for downtime will be provided in the form of service credits, as outlined in the SLA.
8. Termination
8.1. Termination Clause
Either party may terminate this agreement with a 30-day written notice. Termination will not absolve the Client of any outstanding financial obligations.
9. Governing Law
9.1. Jurisdiction
This SLA is governed by the laws of the United Kingdom. Any disputes arising from this SLA will be subject to the exclusive jurisdiction of the courts in the United Kingdom.
10. Contact Information
10.1. Customer Support
For questions or concerns regarding this SLA, please contact our customer support at [support@ehosterservices.com](mailto:support@ehosterservices.com).
By using our hosting services, the Client acknowledges and agrees to the terms outlined in this SLA. eHoster Services LTD is committed to delivering reliable hosting services and ensuring a positive user experience. Thank you for choosing us as your hosting provider.
