Service Level Agreement (SLA) - Managed Linux Hosting
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.
- 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.
- 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.
- 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.