Service Level Agreement

Introduction

Data Technics IT Limited (Company Registration: 04605647) commits to providing reliable hosting services. This Service Level Agreement ("SLA") defines our uptime guarantees, service credits, and support commitments.

Our registered office: 60 Ascot Gardens, Southall, Middlesex, UB1 2SA, United Kingdom

This SLA applies to eligible hosting services as specified below.

1. Scope and Coverage

1.1 Services Covered:

• Shared web hosting
• VPS hosting
• Dedicated server hosting
• Cloud hosting services

1.2 Services Not Covered:

• Domain registration (registry uptime not guaranteed)
• Third-party services and applications
• Customer-installed software and scripts
• Beta or trial services
• Free hosting or promotional services

1.3 Eligibility:

• Account must be in good standing
• All invoices must be paid on time
• Services must comply with our Acceptable Use Policy
• Account must not be suspended or under investigation

2. Uptime Guarantee

2.1 Network Uptime Commitment:

• Shared Hosting: 99.9% monthly uptime
• VPS Hosting: 99.9% monthly uptime
• Dedicated Servers: 99.9% monthly uptime
• Cloud Hosting: 99.95% monthly uptime

2.2 Uptime Measurement:

• Measured monthly from 00:00 UTC on the first day to 23:59 UTC on the last day
• Calculated as: (Total minutes in month - Downtime minutes) / Total minutes in month x 100
• Monitored by our internal systems and third-party monitoring

2.3 What Counts as Downtime:

• Server unreachable from multiple monitoring locations
• HTTP/HTTPS services not responding
• Critical service failures (web server, database, email)
• Network connectivity loss

3. Exclusions from Uptime Guarantee

3.1 Scheduled Maintenance:

• Planned maintenance windows notified at least 48 hours in advance
• Emergency security updates (notification when possible)
• Maximum 4 hours scheduled maintenance per month
• Scheduled maintenance typically performed during low-traffic periods

3.2 Force Majeure Events:

• Natural disasters (earthquakes, floods, storms)
• War, terrorism, civil unrest
• Government actions or regulations
• Power grid failures beyond our control
• Internet backbone failures
• Pandemic or epidemic events

3.3 Customer-Caused Downtime:

• AUP violations resulting in suspension
• Security incidents caused by customer
• Resource overuse or abuse
• Malware or compromised applications
• DDoS attacks targeting customer website
• Customer-requested maintenance or changes

3.4 Third-Party Issues:

• DNS provider failures
• Domain registry problems
• Content delivery network (CDN) issues
• Third-party software or API failures
• Upstream network provider problems

3.5 Application-Level Issues:

• Website code errors or bugs
• Database query problems
• Plugin or extension conflicts
• SSL certificate expiration or configuration
• Caching or performance optimization issues

4. Service Credits

4.1 Credit Calculation:

4.2 Credit Terms:

• Credits applied to hosting fees only (not domains, setup fees, or add-ons)
• Maximum credit per month: 25% of monthly hosting fee
• Credits applied as account credit for future services
• Credits are non-refundable and non-transferable
• Credits expire if account is terminated

4.3 Credit Request Process:

• Submit credit request via support ticket
• Include dates and times of downtime experienced
• Provide screenshots or monitoring data if available
• Request must be submitted within 7 days of incident
• Credits processed within 14 business days

4.4 Credit Limitations:

• Credits are the sole remedy for SLA violations
• No other compensation or damages available
• Credits do not accumulate across multiple months
• Service credits are in lieu of any other warranty claims

5. Support Commitments

5.1 Support Availability:

• Email support: 24 hours a day, 7 days a week
• Ticket system: 24/7 access for submission
• Phone support: Business hours (Monday-Friday, 9:00-17:30 UK time)
• Emergency support: 24/7 for critical server issues

5.2 Response Time Targets:

5.3 Response vs Resolution:

• Response time is initial acknowledgment and assessment
• Resolution time depends on issue complexity
• We provide regular updates during resolution
• Complex issues may require customer cooperation

5.4 Support Scope:

• Server and hosting infrastructure issues
• Control panel assistance
• Email configuration support
• Basic website troubleshooting
• DNS and domain management

5.5 Not Covered by Support:

• Website design or development
• Custom coding or programming
• Third-party application configuration (beyond basic install)
• SEO or marketing services
• Data recovery from backups not maintained by us
• Issues caused by customer modifications

6. Network and Infrastructure

6.1 Network Specifications:

• Multiple Tier-1 bandwidth providers
• Redundant network connections
• DDoS protection and mitigation
• 24/7 network monitoring

6.2 Data Center Features:

• Redundant power supplies with UPS backup
• Diesel generator backup power
• Climate-controlled environment
• Fire suppression systems
• Physical security and access controls
• 24/7 on-site technical staff

6.3 Server Hardware:

• Enterprise-grade server equipment
• RAID storage configurations
• Regular hardware maintenance
• Proactive hardware monitoring

7. Backup and Data Protection

7.1 Our Backup Services:

• Regular system backups for disaster recovery
• Backups stored in separate locations
• Backup retention as specified in service plan

7.2 Backup Limitations:

• Backups are for system restoration, not individual file recovery
• Backup restoration not guaranteed
• You are responsible for maintaining your own backups
• We are not liable for data loss

7.3 Your Backup Responsibilities:

• Maintain independent backups of all critical data
• Test backup restoration regularly
• Do not rely solely on our backup systems
• Download data before service termination

8. Performance Standards

8.1 Shared Hosting Performance:

• Server load monitoring and management
• Resource allocation per account as specified in plan
• Upgrade recommendations for high-traffic sites

8.2 Network Performance:

• Low latency routing
• High-speed network connections
• Traffic shaping for optimal performance

8.3 Performance Not Guaranteed For:

• Poorly optimized websites or applications
• Sites with excessive database queries
• Unoptimized images or media
• Third-party content or APIs
• Geographic latency from distant locations

9. Security Measures

9.1 Infrastructure Security:

• Firewall protection
• Intrusion detection and prevention
• Regular security updates and patches
• Malware scanning and monitoring
• DDoS protection and mitigation

9.2 Application Security:

• You are responsible for application security
• Keep software and scripts updated
• Use strong passwords and authentication
• Monitor for vulnerabilities

9.3 Security Incidents:

• We may suspend accounts during active security incidents
• Compromised accounts require cleanup before restoration
• Security incident response is best-effort
• Customer cooperation required for remediation

10. Monitoring and Reporting

10.1 Our Monitoring:

• 24/7 automated monitoring of servers and network
• Proactive alerts for potential issues
• Performance metrics tracking
• Resource usage monitoring

10.2 Status Updates:

• Service status page for major incidents
• Email notifications for critical issues
• Maintenance schedule announcements
• Incident reports upon request

10.3 Customer Monitoring:

• Control panel access to basic metrics
• Resource usage statistics
• Uptime statistics available upon request

11. Escalation Procedures

11.1 Standard Escalation:

• Submit support ticket
• If no response within target time, reply to ticket
• Request escalation if issue remains unresolved
• Management review for persistent issues

11.2 Emergency Escalation:

• Use emergency contact number for critical server issues
• Available 24/7 for complete service outages
• Provide account details and issue description

12. Maintenance Windows

12.1 Scheduled Maintenance:

• Minimum 48 hours advance notice
• Typically scheduled during low-traffic periods (midnight-4am UK time)
• Maximum 4 hours per month
• Notification via email and status page

12.2 Emergency Maintenance:

• Critical security updates may require immediate action
• Notification provided when possible
• Minimized disruption where feasible

13. Service Modifications

13.1 We reserve the right to modify services, features, or specifications with reasonable notice.

13.2 Material changes to SLA terms require 30 days notice.

13.3 Service improvements and upgrades do not require notice.

14. Limitations of Liability

14.1 Service Credits as Sole Remedy:

• Service credits are your exclusive remedy for SLA violations
• Maximum liability limited to credits specified in Section 4
• No liability for indirect, consequential, or incidental damages

14.2 No Guarantee of Uninterrupted Service:

• We strive for maximum uptime but cannot guarantee zero downtime
• Internet infrastructure is inherently unreliable
• Multiple factors beyond our control affect service availability

14.3 Data Loss:

• We are not liable for data loss or corruption
• Maintain independent backups of all critical data
• Backup restoration not guaranteed

15. SLA Review and Updates

15.1 We review this SLA annually and update as necessary.

15.2 Changes to improve service levels may be implemented without notice.

15.3 Changes that reduce service levels require 30 days advance notice.

15.4 Continued use of services after changes constitutes acceptance.

16. Related Policies

This SLA should be read in conjunction with:

• Terms of Service
• Acceptable Use Policy
• Privacy Policy
• Complaints Procedure

17. Questions and Support

17.1 For questions about this SLA or to request service credits, submit a support ticket via your account.

17.2 For service status information, check our status page or contact support.

17.3 For complaints about service quality, see our Complaints Procedure.