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IT, web, Internet, software, hardware, media, multimedia, photography, tech, information, technology, computer, business, company, pre-written, legal, contract, agreement, documents, templates, boilerplate, form, outline, text, terms, recitals site, website, hosting service, level MANAGED WEB HOSTING SERVICE LEVEL AGREEMENT SLA THIS AGREEMENT made this CurrentDay day CurrentMonth CurrentYear and between Company Company and CustCompany Customer The purpose this Agreement hereafter referred the Agreement set forth detailed Service Level Agreement SLA under which Company will provide service CustCompany order ensure the reliability and stability all Web Hosting Services covered under this SLA Agreements consideration the mutual covenants set forth this Agreement Customer and Company hereby agree follows service the standard Managed Hosting Service Level Agreement SLA with the Company provided below Network Availability and Uptime Company guarantees that its Network and Connectivity shall made available all times This guarantee covers the availability all Internet switches peering cabling hubs routers DNS servers load balancers centralized servers network appliances backup and storage devices management consoles gateways and other equipment now the future deemed requirement for connecting the Internet and providing Company services Customer Infrastructure Availability and Uptime Company guarantees that its Infrastructure shall made available all times This guarantee covers the availability all power requirements components HVAC fire suppression security systems UPS PDU appliances power cabling phone systems and other infrastructure equipment now the future deemed requirement for maintaining the network infrastructure and providing Company services Customer This infrastructure availability and uptime guarantee shall not extend individual computer power supplies computers servers that are shut down due excessive heat problems Uptime Guarantee and Customer Credits the even that Customer suffers any downtime lack network infrastructure availability the Customer shall receive credit their account subject the table below All requests for credit must made within ten days from the occurrence the downtime and must made writing via support ticket All credit requests must verified Company staff and credits may take thirty days show Customer bill Company reserves the right revoke any credit for downtime issued that later discovered have been caused attributed Customer activity external forces not related Company network hardware AVAILABILITY CREDIT Under Minutes Minute Hardware Replacement Guarantee Company warrants and guarantees that the event critical component failure Company shall replace such components cost the Customer within Minutes minutes Acknowledgement the failure Acknowledgement shall defined the creation support ticket for the customer the Company concerning the critical failure and the Minutes Minute Hardware Replacement Guarantee shall begin this time Critical components shall defined one one more the following components CPU Processors Memory RAM Motherboards Network Interface Cards NIC Cards Hard Drives Secondary Hard Drives and Disks any other required equipment This SLA does not cover any special equipment that the Customer using that the Company does not stock replacements for This includes specialized storage devices load balancers and networking equipment optical drives software and operating systems Failure the part the Company replace critical components within Minutes minutes shall result Insert Amount Applied Credit credit applied the Customer account All requests for credit must made within ten days from the occurrence the critical component failure and must made writing via support ticket All credit requests must verified Company staff and credits may take thirty days show Customer bill Limitations Company Hardware Replacement Guarantee Company Hardware Replacement Guarantee shall cover the time spent replace critical components after the acknowledgement both the Company and the Customer that the critical component the cause the problem downtime and replacement the agreed upon course action This guarantee does not cover any time spent restoring any operating environment restoring the functionality particular server server environment including but not limited rebuilding data domains rebuilding control panels server consoles digital certificates CRON jobs installing operating systems virtualization software software components RAID arrays any part any configuration setup concerning equipment provided Company Customer Company not responsible for any third party loss due attributed any downtime suffered Customer under this agreement Support Packages Insert the types support you offer Typically this standard free and professional paid tier Add definitions for these levels and what can expected Support Response Times The following guide the estimated times Customer should expect for different support requests made via phone through the support ticket system Emergency Reboot Restart minutes High Priority Requests hours Medium Priority Requests hours Low Priority Requests hours Company cannot provide support cost for every problem that Customer may encounter create while using our services Support issues not covered under Customer individual plan may billed hourly rate HourlyRate per hour incident Company committed help Customer resolve any trouble issues requiring Company help expertise time will Company bill for support without prior notification and approval Customer Transfer Customer may not assign transfer this SLA Agreement whole part without the prior written consent Company the event that Customer contemplates whole partial sale its business ownership change change jurisdiction Customer shall notify Company mail facsimile email less than sixty days prior the effective date the event Termination Company may terminate this Agreement its sole discretion upon the occurrence one more the following events failure comply with any provisions the SLA Agreement upon receipt written notice Customer from Company said failure appointment Receiver the filing any application Customer seeking relief from creditors mutual agreement writing Company and Customer Disputes legal proceedings are commenced resolve dispute arising out relating this SLA Agreement the prevailing party shall entitled recover all costs legal fees and expert witness fees well any costs legal fees connection with any appeals Indemnification Customer shall indemnify and hold Company harmless from and against any and all claims judgments awards costs expenses damages and liabilities including reasonable attorney fees whatsoever kind and nature that may asserted granted imposed against Company directly indirectly arising from connection with Customer marketing support services the product services the unauthorized representation the product and services any breach this SLA Agreement Customer General any provision this Agreement held unenforceable the enforceability the remaining provisions shall way affected impaired thereby This Agreement and any disputes arising hereunder shall governed the laws State State failure any party exercise delay exercising right power conferred upon this Agreement shall not operate waiver any such right power The parties represent and warrant that the date first written above they are authorized enter into this Agreement its entirety and duly bind their respective principals their signatures below EXECUTED the date first written above CustCompany signator authorized signature signer Job title signator authorized signature signer Date when the contact was signed Customer Initials
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Managed Hosting Service Level Agreement
