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Sales Level Agreement

SilkWP Managed Hosting Services SLA

This Service Level Agreement (SLA) outlines the terms under which PrimeHostWP provides managed WordPress hosting services. While we strive for excellence, this SLA clarifies the extents of our liabilities.

Service Commitment: PrimeHostWP endeavors to offer secure, reliable hosting services, including uptime, support, and security measures as described herein. Performance metrics and support levels are goals, not guarantees.

Limitation of Liability: PrimeHostWP is not liable for service interruptions caused by factors beyond our control, including natural disasters, cyber-attacks, user errors, ISP or local connection problems, interruption of service due to unpaid invoices, abuse notifications and violations of Terms of Service, Internal services such as MySQL, Apache, PHP, bad coded applications, etc, Scheduled downtime or planned maintenance, Acts of Force Majeure. Compensation for service disruptions, if any, is limited to service credits as outlined, not exceeding the monthly service fee.

Service Changes and Termination: PrimeHostWP reserves the right to modify services and terms with notice. Continuation of service post-notification signifies acceptance.

Dispute Resolution: Efforts will be made to resolve disputes amicably. Formal disputes must follow the outlined arbitration process, limiting PrimeHostWP’s liability to the extent of service provided.

Performance Metrics:

  • Uptime Guarantee: 99.9% monthly uptime. Compensation applies if this is not met.
  • Speed: Commitment to optimal loading times with regular performance evaluations.

Support Services:

  • Availability: 24/7 customer support via email or chat.
  • Response Time: Initial response within 24 hours.

Security and Compliance:

  • Regular backups, SSL certificates for all hosted sites, and compliance with relevant privacy regulations.

Compensation:

  • Service credits issued for any downtime exceeding the guaranteed level, calculated as a percentage of the monthly service fee.

Modifications and Termination:

  • SLA reviews when necessary; customers notified of changes 30 days prior.
  • Services can be terminated with a 30-day notice from either party.

This SLA is designed to ensure clarity and mutual understanding of the scope of services and liabilities, ensuring a trustworthy partnership.

Contact Us

If you have any questions about this SLA, you can contact us by emailing at hello@PrimeHostWP.com