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Service Level Agreement

Definitions:

  • Host = Oasis Creative 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.

The Service Commitments under this SLA are as follows:

WordPress Core and Plugin Updates

Content updates and site maintenance are not included in our hosting services. We offer maintenance packages for content updates if needed. Some restrictions apply to themes with heavily modified Ecommerce plugins or customized themes and apps. In such cases we have an extended White Glove service to cover these needs. Host will keep most plugins and WordPress core updated as seen fit. This does NOT include commercial themes (where a license is required), theme bundled plugins where a license is not provided (EX: Slider Revolution, Visual Composer) and ecommerce plugins (EX: WooCommerce, Cart66, etc.) Host is not responsible for any issues that occur during these routine updates or from these plugins or core updates NOT taking place. Host makes these updates as a courtesy to all users on the server. Host will install a security plugin and configure but it is not responsible for any hacking attempts or damage caused by such events. These updates also do not include theme updates of any kind. However, host will make routine update of default WordPress themes like Twenty-Fourteen etc… as seen fit.

100% Network Uptime

Host guarantees 100% network uptime for our public Internet network, excluding scheduled maintenance. In the event that our network does not experience 100% network uptime in a given month (excluding scheduled maintenance), Host will credit 20% of your monthly service fees for each 3 hours of network downtime experienced up to 100% (for all Service Credits in a given month) of the monthly service fees for those Services affected. Notwithstanding the foregoing, you recognize that the Internet is comprised of thousands upon thousands of autonomous systems that are beyond the control of Host. This SLA and the 100% Network Uptime Service Commitment cover the provision of access by Host to the global internet “cloud”. Routing anomalies, asymmetries, inconsistencies and failures of the Internet outside of the control of Host can and will occur and such instances shall not be considered any failure of the 100% Network Uptime Service Commitment.

100% Infrastructure Uptime

Host guarantees that the critical infrastructure systems will be available 100% of the time in a given month, excluding scheduled maintenance. In the event that critical infrastructure systems do not experience 100% availability in a given month (excluding scheduled maintenance), Host will credit 20% of your monthly fee for each 3 hours of downtime up to 100% (for all Service Credits in a given month) of your monthly fee for those Services affected. Critical infrastructure systems include all power and HVAC infrastructure, including UPSs, PDUs and cabling. Critical infrastructure systems do not include any software or services running on server, nor do they include any server hardware.

Backups

Host runs nightly backup to Amazon S3 for each customer. The retention period is 7 days. User may contact support and request a backup at anytime.

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.
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.

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.

Total cumulative Service Credits during any given month shall not exceed your monthly fee for those Services affected.

Host may modify any aspect of this SLA upon thirty (30) days prior notice. Should you wish to terminate the Service as a result of such modification, you may do so by sending a termination notice 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.