Hosting Service Level Agreement (SLA)

The My Website Spot Website Hosting Service Level Agreement (SLA)

1. Introduction This Service Level Agreement (“SLA”) outlines the service level commitments My Website Spot provides to its customers for managed hosting services. This SLA is subject to the terms of the My Website Spot Customer Agreement.

2. Uptime Guarantee My Website Spot guarantees 99.99% uptime for the managed hosting services.

3. Service Credits If My Website Spot fails to meet the uptime guarantee, customers are eligible for service credits as follows:

  • Monthly Uptime Percentage less than 99.99% but equal to or greater than 99.0%: 10% service credit
  • Monthly Uptime Percentage less than 99.0% but equal to or greater than 95.0%: 25% service credit
  • Monthly Uptime Percentage less than 95.0%: 100% service credit

4. Calculation of Monthly Uptime Percentage The Monthly Uptime Percentage is calculated by subtracting from 100% the percentage of minutes during the month in which the managed hosting services were unavailable.

5. Credit Request and Payment Procedures To receive a service credit, customers must submit a request within 10 days of the event via the My Website Spot support portal. The request must include:

  • Dates and times of each instance of downtime
  • The affected service and region
  • Customer account and contact information

Service credits will be applied to future billing cycles.

6. Exclusions This SLA does not apply to any performance issues:

  • Caused by factors outside of My Website Spot’s reasonable control, including, but not limited to, force majeure events, internet outages, and third-party service failures
  • Resulting from any actions or inactions of the customer or any third parties
  • Caused by customer equipment, software, or other technology and/or third-party equipment, software, or other technology

7. Third-Party Dependencies Our hosting services rely on several third-party tools and services, including but not limited to NetApps, VMware, and Amazon Web Services. Due to the complex nature of hosting, outages could be caused by these third-party vendors. While we will compensate for downtime as described in this SLA, we are not liable for any consequential, incidental, indirect, special, or punitive damages, including loss of revenue or data.

8. Transparency and Communication In the event of an issue, we will provide transparency regarding the events as we understand them. However, we will not be held liable for any issues arising from third-party services.

9. Limitation of Liability Service credits are the sole and exclusive remedy for any failure by My Website Spot to meet the uptime guarantee. My Website Spot’s total liability for any damages arising from the service’s unavailability is limited to the amount of service credits as provided in this SLA. My Website Spot will not be liable for any consequential, incidental, indirect, special, or punitive damages, or any loss of revenue, profits, or data, arising out of or related to this SLA or the services provided.

10. Amendments My Website Spot reserves the right to modify the terms of this SLA at any time. Changes will be effective upon posting on the My Website Spot website.