Legal
Service Level Agreement
Our formal commitment to delivering high-performance, highly available infrastructure and support for your business-critical operations.
1. Uptime Guarantee
99.9% Monthly Uptime Guarantee
WebOps Hosting (“Company”) guarantees that the network and server infrastructure will be available 99.9% of the time in a given billing month, excluding Scheduled Maintenance and Force Majeure events.
This Service Level Agreement (SLA) applies to all active clients (“Customer”) using WebOps Hosting services whose accounts are in good financial standing. The 99.9% uptime metric is calculated on a calendar month basis based on our internal and third-party monitoring systems.
If WebOps Hosting fails to meet this Uptime Guarantee, the Customer will be eligible to request a Service Credit as outlined in Section 2.
2. Service Credits
If we fail to meet the 99.9% uptime guarantee, customers may request a service credit applied to their next billing cycle based on the following calculation formula:
| Monthly Uptime Percentage | Service Credit (% of Monthly Fee) |
|---|---|
| 100% to 99.9% | 0% (Guarantee Met) |
| 99.89% to 99.0% | 5% |
| 98.99% to 98.0% | 10% |
| 97.99% to 95.0% | 25% |
| Less than 95.0% | 50% |
How to Request Credits
To receive a Service Credit, the Customer must submit a request via the WebOps Support Portal within seven (7) days of the incident. The request must include:
- The dates and times of the alleged downtime.
- Impacted services or domains.
- Traceroutes or relevant server logs (if applicable).
Maximum Credit Cap
The total Service Credits awarded in any single calendar month shall not exceed fifty percent (50%) of the Customer’s monthly recurring fee for the affected service. Service Credits hold no cash value and cannot be refunded to a credit card or bank account.
3. Scheduled Maintenance
To ensure optimal performance and security, WebOps Hosting periodically performs maintenance on network and server infrastructure.
Advance Notice Requirements
We will provide a minimum of forty-eight (48) hours advance notice for standard Scheduled Maintenance that may cause service interruptions. Notifications will be emailed to the technical contact on file.
Maintenance Windows
Standard maintenance windows are scheduled during off-peak hours, typically between 12:00 AM and 4:00 AM Eastern Time (EST/EDT) on weekends.
Emergency Maintenance
WebOps Hosting reserves the right to perform Emergency Maintenance without prior notice if an immediate threat to server security, data integrity, or network stability is detected. Downtime resulting from Emergency Maintenance is considered an exception to the Uptime Guarantee, though we strive to keep it to an absolute minimum.
4. Monitoring
WebOps Hosting utilizes enterprise-grade monitoring solutions to track the health of our infrastructure globally.
- 5-Minute Interval Monitoring: Services are checked continuously from multiple geographical locations at intervals no greater than 5 minutes.
- Incident Response Procedures: An alert is triggered after two consecutive failed checks and goes straight to the engineer on call, who begins investigating. We usually know about an outage before you do.
- Escalation Process: The engineer who receives the alert works the incident through to resolution.
5. Network Performance
We are committed to providing a low-latency, high-throughput network environment.
- Network Uptime: 99.9% guarantee for core routing, switching, and transit services.
- Latency Targets: We target less than 50ms latency for traffic within North America and less than 150ms globally across our Tier 1 transit providers.
- Bandwidth Guarantees: Services will not be artificially throttled unless specified by the customer’s particular plan limits. Fair-use policies apply as detailed in our Acceptable Use Policy.
6. Exclusions
The Uptime Guarantee does not apply to any performance or availability issues resulting from:
- Customer-Caused Issues: Misconfiguration of software, faulty scripts, database queries locking tables, or excessive resource consumption caused by the Customer’s application.
- Third-Party Services: Outages of external services or APIs the Customer’s application relies on (e.g., payment gateways, external databases).
- DNS Propagation: Delays in domain name resolution outside the control of WebOps Hosting’s authoritative nameservers.
- DDoS Attacks: Service degradation caused by targeted Distributed Denial of Service (DDoS) attacks exceeding our standard mitigation capacities.
- Force Majeure: Acts of God, natural disasters, wars, acts of terrorism, governmental actions, or broad internet infrastructure failures.
- Suspension of service for non-payment or violations of our Terms of Service.
7. Reporting
If an outage affects your site, open a support ticket or use the emergency contact in Section 9, and we will tell you what happened and when service was restored.
8. Remedies
The Service Credits outlined in Section 2 constitute the Customer’s sole and exclusive remedy for any failure by WebOps Hosting to meet the Uptime Guarantee.
- Credit Request Timeframe: Claims must be made within seven (7) days of the end of the month in which the SLA violation occurred.
- Credit Application: Approved credits will be applied automatically to the Customer’s next issued invoice. Credits cannot be retroactively applied to paid invoices.
9. Support Response Times
WebOps Hosting sets a first-response target for every support ticket based on its priority. Our support team is staffed 9:00 AM to 5:00 PM Eastern Time, 7 days a week, and answers Priority 1 emergencies 24 hours a day, 365 days a year. Targets for Priorities 2 to 4 are counted in support hours: a ticket that arrives outside them starts its clock at 9:00 AM Eastern. Service credits apply to the Uptime Guarantee in Section 2. Response times carry no service credit.
| Priority Level | Description | Initial Response Target |
|---|---|---|
| Priority 1 (Critical) | Server down, site offline, data loss, or a suspected security breach. | 1 hour, any time |
| Priority 2 (High) | Severe performance degradation affecting core business functionality. | 4 support hours |
| Priority 3 (Normal) | General inquiries, non-critical errors, configuration assistance. | 1 support day |
| Priority 4 (Low) | Feature requests, general billing questions, informational requests. | 2 support days |
Emergency Escalation: For a Priority 1 issue, call or text +1 (302) 219-4769 at any time. That reaches the engineer on call directly. A ticket marked High in the client area is handled first in support hours, but outside them only a call or text is certain to reach us quickly.
10. Definitions
- “Uptime”: The percentage of time during a calendar month that the hosting environment is accessible and responding to requests over the public internet.
- “Downtime”: The total accumulated minutes during a calendar month in which the primary service is entirely inaccessible, excluding Exclusions (Section 6).
- “Scheduled Maintenance”: Routine, planned updates or hardware replacements requiring temporary service interruption, communicated in advance.
- “Emergency Maintenance”: Unplanned interventions required to prevent immediate, severe degradation or security compromises.
- “Service Credit”: A designated percentage of the monthly recurring hosting fee credited back to the Customer’s account.
11. Contact Information
If you have questions regarding this Service Level Agreement or need to submit a credit request, please contact our team: