1. Introduction
This Service Level Agreement ("SLA") outlines the service availability and associated credits for Enviroweb Ltd ("We," "Us," or "Our") in relation to the hosting services provided by Us. This SLA does not cover third-party services or domain name registrations. The purpose of this SLA is to document the availability that Enviroweb Ltd is committed to achieving. While this document does not constitute additional liability on our part, it represents a self-imposed obligation towards the Client ("You"). If the availability specified below is not met, service credits will be available to you as defined in this SLA.
2. Service Availability Commitment
We guarantee that the availability of our hosting services will be at least 99.9% during any calendar month, subject to the exclusions listed below. If we fail to meet this guarantee, a service credit will be provided to you as described in Section 5 of this SLA.
3. Exclusions from Availability Calculation
The availability calculation will exclude downtime caused by:
- Issues beyond Enviroweb’s control, including faults or negligence by the Client or problems associated with equipment on the Client’s side of our delivery point.
- Outage periods where your equipment negatively affects the performance or quality of our network. In such cases, we may disconnect the service for the benefit of other users. You will be notified as soon as possible to resolve the issue, but no credit will be granted.
- Any periods of service where no fault is confirmed by Enviroweb after being reported by the Client.
- Suspension of services due to a breach of the Agreement or failure to comply with terms, including failure to make timely payments.
- Service upgrades requested by the Client that result in temporary outages.
- Scheduled maintenance periods, where prior notice has been provided.
- Degradations in service or outages caused by Denial of Service (DoS) attacks or other unlawful activities targeting your network or systems. It is your responsibility to implement necessary security measures. No commitment from us applies in cases of Force Majeure events, as neither party is obligated to perform duties hindered by unforeseen and uncontrollable events.
4. Scheduled Maintenance
We will provide prior notice for any scheduled maintenance that may impact your hosting services. Scheduled maintenance periods will not be included in the availability calculation for SLA purposes. We aim to provide at least 48 hours' notice via email or your account dashboard before scheduled maintenance, and maintenance is typically performed during off-peak hours to minimise disruption.
5. Service Credits
If the hosting service availability falls below 99.9%, the following credits will be applied based on the availability level:
| Availability (%) | Credit (% of Monthly Cost) |
|---|---|
| < 100% and > 99.8% | 5% |
| 95% to 99.8% | 10% |
| 90% to 94.9% | 25% |
| 60% to 89.9% | 40% |
| < 60% | 100% |
Service Credit Cap: The maximum total service credit provided for any service interruptions under this SLA will not exceed the equivalent of two months' worth of service fees for the affected service.
6. Downgrade or Termination of Service
We reserve the right to downgrade or terminate services if you repeatedly breach the terms of this SLA or cause an undue strain on our infrastructure. Clients whose services consistently result in high resource usage that affects other users may be required to move to a higher-tiered service plan, or their service may be terminated at our discretion.
7. Claiming Credits
Service credits under this SLA are not applied automatically. If you believe you are entitled to service credits due to a failure to meet the agreed service availability, you must submit a written request within 5 days of the end of the service interruption or outage. Requests should be submitted through your account dashboard or via our support team. Failure to submit a request within this timeframe will result in forfeiture of the service credit for that outage.
- Credits apply only to the affected service and not the entirety of services provided (e.g., if only a backup service is unavailable, credits will be calculated based solely on the backup service cost).
- Credits will not be applied if any payments for services are overdue.
- Credits under this SLA represent your sole remedy for any unavailability of the hosting services.
8. Limitation of Liability and Exclusive Remedy
The service credits provided under this SLA are the sole and exclusive remedy for any failure to meet the guaranteed service availability. We shall not be liable for any additional claims or compensation related to downtime, including indirect, consequential, or incidental damages.
9. Right to Modify the SLA
We reserve the right to modify or update this Service Level Agreement at any time. Any changes will be communicated via email or through your account dashboard. Your continued use of our services after such updates constitutes your acceptance of the revised SLA. It is your responsibility to regularly review this SLA to stay informed about any changes.
