Enterprise Service Level Agreement (SLA) for Web Hosting Services

1. Introduction

This Enterprise Service Level Agreement (SLA) outlines the terms and conditions governing the provision of web hosting services by Nationhost, hereinafter referred to as “Provider,” You hereinafter referred to as “Client.” This SLA ensures transparency, reliability, and accountability in the delivery of web hosting services.

2. Service Description

Provider agrees to provide Client with web hosting services as described in the agreed-upon service package. This includes, but is not limited to, server space, bandwidth, uptime, and technical support.

3. Uptime Guarantee

Provider guarantees a minimum uptime of 99.9% for the Client’s hosted websites, excluding scheduled maintenance and circumstances beyond Provider’s reasonable control.

4. Technical Support

Provider shall provide technical support to Client 24 hours a day, 7 days a week via email, phone, or online chat. Response times for support requests shall not exceed 6 hours for non-urgent issues and 60 minutes for urgent issues.

5. Security

Provider shall implement industry-standard security measures to safeguard Client’s data and websites hosted on Provider’s servers. This includes regular security updates, firewalls, intrusion detection systems, and DDoS protection.

6. Backup and Disaster Recovery

Provider shall regularly backup Client’s data and implement disaster recovery procedures to ensure minimal data loss in the event of hardware failure or other catastrophic events.

7. Bandwidth

Provider shall provide Client with sufficient bandwidth to accommodate the expected traffic to Client’s websites. Bandwidth usage shall be monitored, and additional bandwidth shall be provided at an additional cost if necessary.

8. Scalability

Provider shall ensure that Client’s hosting environment is scalable to accommodate growth in traffic and resources as needed. This includes upgrading server resources, adding additional servers, or implementing load balancing as necessary.

9. Service Credits

In the event that Provider fails to meet the uptime guarantee outlined in Section 3, Client shall be entitled to service credits equivalent to 5% of the monthly hosting fee for each hour of downtime, up to a maximum of 30% of the monthly hosting fee.

10. Termination

Either party may terminate this agreement with 30 days written notice if the other party breaches any material provision of this SLA and fails to remedy such breach within the notice period.

11. Governing Law

This SLA shall be governed by and construed in accordance with the laws of [Jurisdiction]. Any disputes arising out of or in connection with this SLA shall be resolved through arbitration in [Jurisdiction].

12. Amendments

This SLA may be amended by mutual written agreement of both parties. Amendments shall be effective upon written approval by both parties.

13. Entire Agreement

This SLA constitutes the entire agreement between the parties concerning the subject matter herein and supersedes all prior agreements and understandings, whether written or oral.