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Service Level Agreement

The WonderWebs Service Level Agreement ("SLA") applies to all clients with website and/or email services hosted by WonderWebs and without overdue account balances. The client agrees that measurements made through our third party monitoring service establishes the eligibility for any claim. In the event that the client determines that a service degradation exists or has occurred, the client shall promptly notify WonderWebs, we will mutually agree upon the validity and accuracy of the claim, and upon the client's eligibility for any credit or refund.

WonderWebs web and email services are defined as the equipment and software within the WonderWebs network segment, including contracted server hosting and co-location services to which the WonderWebs network segment is connected and collectively utilized by WonderWebs to provide web and email services. 

Service Availability is the total time in a calendar month that WonderWebs services are made available to the Internet at the location where the servers are installed and operated. WonderWebs cannot be held liable for problems related to any upstream bandwidth providers as these are not under our control. The WonderWebs Network is expected to be, and outside of server migrations and the scheduled and unscheduled downtime below, will be, available to clients for 99.9% of the time.

Service Downtime is any unplanned interruption in service availability during which the client is unable to access the described services, provided the interruption is determined to have been caused by a problem in the immediate WonderWebs network segment as confirmed by WonderWebs. Downtime is measured as the total length of time of the unplanned interruption in Service Availability during a calendar month. WonderWebs is not responsible for unplanned outages due to third-party software failure, which are the direct responsibility of the software publisher and not of WonderWebs. This includes the many regularly-upgraded commercial software plugins utilised by the WonderWebs CMS.

Scheduled Service Downtime is any planned interruption of WonderWebs hosting services such as for software and hardware maintenance. Planned outages may include scheduled as well as manual restarts of software or hardware in order to resolve urgent performance or reliability issues. The server website applications are recycled every 24 hours outside of work hours and can cause a brief slowdown as they start up. Downtime is otherwise scheduled between 1am and 6am on any day including weekends. 

Monitoring Service is the service WonderWebs provides in order to analyse availability of HTTP based services and applications through its third party monitoring system The nature of the WonderWebs CMS application does not allow individual websites to have outages and therefore individual websites and email accounts are not monitored. Instead, the WonderWebs CMS applications containing all websites, and the related databases and email applications are monitored separately.  The monitoring services provide text and email notifications to WonderWebs staff when outages are detected. 

This SLA does not cover service downtime caused by the following:

  • Outages or configuration issues in the client's local area network or ISP
  • Outages at any location between the client and the WonderWebs servers
  • Outages due to bugs in third party software
  • Planned outages
  • Domain-related issues such as expiry or any necessary DNS propagation
  • Outdated or otherwise unsuitable or ineffective software or hardware on the client's computer or network

This SLA may be amended at any time by WonderWebs - last updated 12 March 2020