Legal
Service Level Agreement
Our formal commitment to delivering high-performance, highly available infrastructure and support for your business-critical operations.
1. Uptime Guarantee
99.9% Monthly Uptime Guarantee
WebOps Hosting (“Company”) guarantees that the network and server infrastructure will be available 99.9% of the time in a given billing month, excluding Scheduled Maintenance and Force Majeure events.
This Service Level Agreement (SLA) applies to all active clients (“Customer”) using WebOps Hosting services whose accounts are in good financial standing. The 99.9% uptime metric is calculated on a calendar month basis based on our internal and third-party monitoring systems.
If WebOps Hosting fails to meet this Uptime Guarantee, the Customer will be eligible to request a Service Credit as outlined in Section 2.
2. Service Credits
If we fail to meet the 99.9% uptime guarantee, customers may request a service credit applied to their next billing cycle based on the following calculation formula:
| Monthly Uptime Percentage | Service Credit (% of Monthly Fee) |
|---|---|
| 100% to 99.9% | 0% (Guarantee Met) |
| 99.89% to 99.0% | 5% |
| 98.99% to 98.0% | 10% |
| 97.99% to 95.0% | 25% |
| Less than 95.0% | 50% |
How to Request Credits
To receive a Service Credit, the Customer must submit a request via the WebOps Support Portal within seven (7) days of the incident. The request must include:
- The dates and times of the alleged downtime.
- Impacted services or domains.
- Traceroutes or relevant server logs (if applicable).
Maximum Credit Cap
The total Service Credits awarded in any single calendar month shall not exceed fifty percent (50%) of the Customer’s monthly recurring fee for the affected service. Service Credits hold no cash value and cannot be refunded to a credit card or bank account.
3. Scheduled Maintenance
To ensure optimal performance and security, WebOps Hosting periodically performs maintenance on network and server infrastructure.
Advance Notice Requirements
We will provide a minimum of forty-eight (48) hours advance notice for standard Scheduled Maintenance that may cause service interruptions. Notifications will be posted to our Status Page and emailed to the technical contact on file.
Maintenance Windows
Standard maintenance windows are scheduled during off-peak hours, typically between 12:00 AM and 4:00 AM Eastern Time (EST/EDT) on weekends.
Emergency Maintenance
WebOps Hosting reserves the right to perform Emergency Maintenance without prior notice if an immediate threat to server security, data integrity, or network stability is detected. Downtime resulting from Emergency Maintenance is considered an exception to the Uptime Guarantee, though we strive to keep it to an absolute minimum.
4. Monitoring
WebOps Hosting utilizes enterprise-grade monitoring solutions to track the health of our infrastructure globally.
- 5-Minute Interval Monitoring: Services are checked continuously from multiple geographical locations at intervals no greater than 5 minutes.
- Incident Response Procedures: An alert is triggered after two consecutive failed checks. Our Network Operations Center (NOC) team begins investigating immediately upon alert generation.
- Escalation Process: If an automated resolution fails, the incident is escalated to Tier 3 Site Reliability Engineers (SREs) within 15 minutes of the initial alert.
5. Network Performance
We are committed to providing a low-latency, high-throughput network environment.
- Network Uptime: 99.9% guarantee for core routing, switching, and transit services.
- Latency Targets: We target less than 50ms latency for traffic within North America and less than 150ms globally across our Tier 1 transit providers.
- Bandwidth Guarantees: Services will not be artificially throttled unless specified by the customer’s particular plan limits. Fair-use policies apply as detailed in our Acceptable Use Policy.
6. Exclusions
The Uptime Guarantee does not apply to any performance or availability issues resulting from:
- Customer-Caused Issues: Misconfiguration of software, faulty scripts, database queries locking tables, or excessive resource consumption caused by the Customer’s application.
- Third-Party Services: Outages of external services or APIs the Customer’s application relies on (e.g., payment gateways, external databases).
- DNS Propagation: Delays in domain name resolution outside the control of WebOps Hosting’s authoritative nameservers.
- DDoS Attacks: Service degradation caused by targeted Distributed Denial of Service (DDoS) attacks exceeding our standard mitigation capacities.
- Force Majeure: Acts of God, natural disasters, wars, acts of terrorism, governmental actions, or broad internet infrastructure failures.
- Suspension of service for non-payment or violations of our Terms of Service.
7. Reporting
Transparency is a core value at WebOps Hosting. We provide the following reporting to our customers:
- Incident Reports: Real-time updates during ongoing outages are published on our public Status Page.
- Monthly Uptime Reports: Customers can view their specific server and application uptime metrics directly within the WebOps Dashboard.
- Root Cause Analysis (RCA): For any major incident causing more than 30 minutes of sustained downtime, a comprehensive RCA document will be published within 48 hours of incident resolution, detailing what happened, why it happened, and the steps taken to prevent recurrence.
8. Remedies
The Service Credits outlined in Section 2 constitute the Customer’s sole and exclusive remedy for any failure by WebOps Hosting to meet the Uptime Guarantee.
- Credit Request Timeframe: Claims must be made within seven (7) days of the end of the month in which the SLA violation occurred.
- Credit Application: Approved credits will be applied automatically to the Customer’s next issued invoice. Credits cannot be retroactively applied to paid invoices.
9. Support Response Times
WebOps Hosting guarantees initial response times for support tickets based on the assigned priority level. Our support team operates 24x7x365.
| Priority Level | Description | Initial Response Target |
|---|---|---|
| Priority 1 (Critical) | Server down, site offline, massive data loss. | 15 Minutes |
| Priority 2 (High) | Severe performance degradation affecting core business functionality. | 1 Hour |
| Priority 3 (Normal) | General inquiries, non-critical errors, configuration assistance. | 4 Hours |
| Priority 4 (Low) | Feature requests, general billing questions, informational requests. | 24 Hours |
Emergency Escalation: Priority 1 issues reported via the emergency phone line or tagged as “Critical” in the portal bypass standard queues and alert on-call engineers directly.
10. Definitions
- “Uptime”: The percentage of time during a calendar month that the hosting environment is accessible and responding to requests over the public internet.
- “Downtime”: The total accumulated minutes during a calendar month in which the primary service is entirely inaccessible, excluding Exclusions (Section 6).
- “Scheduled Maintenance”: Routine, planned updates or hardware replacements requiring temporary service interruption, communicated in advance.
- “Emergency Maintenance”: Unplanned interventions required to prevent immediate, severe degradation or security compromises.
- “Service Credit”: A designated percentage of the monthly recurring hosting fee credited back to the Customer’s account.
11. Contact Information
If you have questions regarding this Service Level Agreement or need to submit a credit request, please contact our team: