Service Level Agreement (SLA)

Service Level Agreement (SLA)

1. Overview

This Service Level Agreement (“SLA”) defines the service levels, responsibilities, and remedies applicable to WP Hosting’s services. It forms part of your agreement with WP Hosting.

2. Uptime Commitment

WP Hosting’s network is built to deliver 99.999% uptime reliability, ensuring a highly robust and stable hosting environment. While our infrastructure is designed for this level of performance, we guarantee a minimum uptime each calendar month of 99.9% for WordPress and WooCommerce Hosting services, and 99.95% for Enterprise Hosting services.

How we calculate total minutes in a month:

Total Minutes in a Month = (Days in Month) x 24 x 60

• Days in Month: The number of days in the month (e.g., 28, 30, or 31).
• 24 Hours: Each day has 24 hours.
• 60 Minutes: Each hour has 60 minutes.

How we calculate service uptime:

Service Availability (%) = [(Total Minutes in Month - (Total Downtime - Excluded Downtime)) / Total Minutes in Month] × 100

The uptime guarantee specifically covers:

• Network connectivity: The availability of our data centre’s internet connection.
• Hosting server hardware: The physical infrastructure hosting your website.
• DNS availability: The uptime of our DNS services.

3. Excluded Downtime

The uptime guarantee does not apply to service interruptions caused by:

• Scheduled maintenance with prior notification.
• Force majeure events (e.g., natural disasters).
• Client-side issues, including misconfigurations or software errors.
• Third-party attacks, such as Distributed Denial of Service (DDoS) attacks.
• Availability of the WordPress application, including but not limited to errors resulting in HTTP response codes such as 403, 404, 500, and 508.
• WordPress core, plugin or theme errors, bugs, features or compatibility.
• Third-party software issues (e.g., cPanel, MySQL, JetBackup, Imunify360)

4. Monitoring and Reporting

WP Hosting continuously monitors its services to ensure compliance with the uptime commitment. Clients can view uptime reports by visiting our Status Page.

5. Remedies for Downtime

If downtime exceeds the Service Availability targets, you may receive a credit of 5% of your monthly fees for each full hour of additional downtime.

For example, downtime between 1 and 60 minutes beyond the SLA target earns a 5% credit, 61 to 120 minutes qualifies for a 10% credit, and so on.

To claim a credit, you must contact Support within 30 days of the downtime event. Credits are calculated based on our monitoring, cannot exceed 100% of the applicable monthly fees, cannot be carried over or combined, are forfeited if the Agreement expires or is terminated, and will not be issued as refunds.

6. Support Response Times

WP Hosting provides 24/7 support and strives to respond to tickets within:

• 1 hour for critical issues (e.g., service outages).
• 4 hours for high-priority issues. (e.g., business impacting)
• 24 hours for general inquiries (e.g., sales, billing, change requests)

7. Client Responsibilities

To ensure compliance with this SLA, clients must:

• Notify WP Hosting promptly of service issues.
• Provide accurate information and cooperate during troubleshooting.
• Maintain up-to-date contact and account information.

8. Limitation of Liability

WP Hosting’s total liability under this SLA is limited to the service credits described above. No further compensation, such as refunds or damages, will be provided.

9. SLA Updates

We may update this SLA from time to time at our sole discretion. Updates will be communicated via email or within the client area.

10. Contact Information

For questions about this SLA or to request service credits, contact us at:

• Email: support@wphosting.com.au
• Phone: 1300 974 678
• Address: WP Hosting Pty Ltd, PO Box 98, Kew East, VIC 3102, Australia