Service Level Agreement (SLA) - Managed Linux Hosting

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1. Introduction This Service Level Agreement ("SLA") outlines the service commitments and guarantees offered by Townsend Consulting Services ("TCS") to its managed Linux hosting customers.

2. Service Availability

  • TCS commits to a service uptime of 99.9% for all hosting services.
  • Uptime is calculated monthly, excluding any scheduled maintenance periods.

3. Maintenance

  • Scheduled Maintenance: TCS will provide at least 72 hours notice for any scheduled maintenance. Scheduled maintenance will not exceed 4 hours per month.
  • Emergency Maintenance: In the event of critical security patches or unforeseen issues, TCS may conduct emergency maintenance. Customers will be notified as soon as possible.
  • Maintenance notifications will be posted on the public status page or your dedicated services status page.

4. Service Monitoring

  • TCS continuously monitors server health, performance, and uptime.
  • Instant alerts are sent for any potential issues, ensuring swift resolution.

5. Backup and Recovery

  • Regular backups are executed to ensure data safety.
  • In the event of data loss due to server issues, TCS commits to restoring data from the most recent backup within 24 hours.

6. Response Time

  • Critical Issues: For server outages or critical issues, TCS will respond within 1 hour.
  • General Support: For general queries or non-critical issues, TCS will respond within 24 hours.

7. Compensation

  • If TCS fails to meet the service uptime commitment (excluding scheduled maintenance), affected customers are eligible for a credit of 5% of their monthly fee for every hour of downtime, up to 100% of their monthly fee.

8. Limitations

  • This SLA does not apply to issues resulting from:
    • User errors or intentional misuse.
    • External attacks such as DDoS or hacking.
    • Natural disasters or events beyond TCS's control.

9. Review and Updates

  • This SLA will be reviewed annually and may be updated to reflect changes in services or technology.
  • Customers will be notified of any significant changes to the SLA.

10. Contact For any questions, concerns, or to report a service issue, please contact us through our support portal.

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