Service Level Agreement (SLA)

Service Level Agreement (SLA)

Last updated: 01/01/2025

1. Overview

This Service Level Agreement ("SLA") describes the uptime, support, and response commitments provided by OkayWebHost.com for our managed hosting and related services.

2. Uptime Commitment

We target a monthly uptime of 99.9% for core hosting infrastructure (excluding planned maintenance windows and force majeure events).

"Uptime" refers to the availability of the hosting environment at the network and hypervisor layer. Application-level issues (e.g., faulty plugins, code errors) are not counted as downtime under this SLA.

3. Planned Maintenance

  • We may perform scheduled maintenance for security patches, upgrades, and improvements.
  • Where possible, we perform maintenance during low-traffic hours.
  • We aim to notify you in advance via email or dashboard message for major maintenance events.

4. Support & Response Times

Support channels: Email and WhatsApp.

  • Critical issues (site down, major outage): Target first response within 30–60 minutes.
  • High priority (serious performance or security concern): Target first response within 2 hours.
  • Normal requests (configuration, questions, minor issues): Target first response within 24 hours.

Response times are targets, not guarantees, but we strive to meet or exceed them.

5. SLA Credits (Optional / Example)

If our monthly uptime falls below 99.9% due to infrastructure issues under our control, you may request a service credit within 7 days of the end of the affected month.

  • 99.0% – 99.89% uptime: up to 10% credit of monthly fee for affected service.
  • 98.0% – 98.99% uptime: up to 25% credit.
  • Below 98.0% uptime: up to 50% credit.

Credits are applied as discounts on future invoices and are not refundable as cash.

6. Exclusions

This SLA does not apply to downtime caused by:

  • Customer code, plugins, themes, or third-party applications.
  • Customer misconfiguration or requested changes that impact stability.
  • Force majeure events (e.g., large-scale network outages, natural disasters).
  • Third-party provider outages beyond our reasonable control.
  • Suspensions triggered by non-payment or violation of Terms of Service.

7. Customer Responsibilities

  • Maintain valid contact details so we can reach you for urgent issues.
  • Follow our security best practices and recommendations.
  • Keep your application stack (CMS, plugins, themes) reasonably up-to-date.

8. Changes to SLA

We may revise this SLA from time to time. We will update the "Last updated" date at the top of this page when changes are made.

9. Contact

For questions or SLA credit requests, contact:
Email: support@okaywebhost.com