Service Description

Our Essential Managed Web Hosting service provides a solution for hosting and managing a basic website, with the option of a pre-installed WordPress website. This service includes:

• Initial setup of a WordPress website, including installation and configuration
• Ongoing weekly updates to ensure the website remains secure and optimized for performance
• Access to email support for assistance with any issues or questions
• A client area where you can manage your subscription, view account details, and make support requests
• Regular, daily backups of your website's files and database to protect against data loss in case of unexpected events

Service Levels

Our service levels are designed to provide you with a reliable and responsive experience. We commit to the following service levels:

• Initial Setup: Within 2 business hours of receiving your order, we will complete the initial setup of your WordPress website.
  
• Support Response Time: For all support requests submitted through our client area or via email, we aim to respond within 12 hours during our
• normal business hours (Monday-Friday, 8:00 AM-6:00 PM MST).
  Client Area Access: You will have access to our client area at all times, where you can view your account details, make support requests, and manage your subscription, and more.

Backup Policy

We make regular backups of your website's files and database to ensure that your data is protected in case of unexpected events. Our backup policy includes:

• Daily backups of your website's files and database
• Each daily backup is saved for 7 days

In the event that you need to restore your website from a backup, you can submit a support ticket and we will restore your files for you.

Uptime Guarantee

We guarantee that our servers will be available at least 99% of the time. If our servers are unavailable for a longer period than this, we will provide a credit to your account equal to one day's service fees.

Security and Compliance

We take the security and compliance of your website seriously. We commit to:

• Keeping our servers and software up-to-date with the latest security patches and updates
• Implementing robust security measures to protect against unauthorized access, use, or disclosure of your data
• Complying with all applicable laws and regulations related to data protection

Exclusions

The following are excluded from this SLA:

• Issues caused by factors outside our control, such as natural disasters or network outages
• Issues resulting from misuse or abuse of the service by you or any third party
• Issues related to content or functionality specific to your website, which may require custom development or troubleshooting

Remedies

In the event that we fail to meet a service level commitment outlined in this SLA, you may request a credit to your account equal to one day's service fees. You must submit your request within 10 business days of the incident.

Term and Termination

This SLA is effective as of the date of your subscription and will continue until terminated by either party with at least 30 days' written notice.

Either party may terminate this SLA upon 7 days' written notice to the other party. You may cancel your subscription at any time, but please note the following:

• If you are on a monthly subscription, your subscription will end at the end of the current month and no further charges will be made.
• If you are on an annual subscription, you will have already paid for the entire year and no refund will be provided. Your subscription will cease at the end of the current year and no further charges will be made.

Upon termination of this SLA, we will delete your website files and database within 30 days. You are responsible for downloading any necessary files or data before terminating your subscription, or requesting in writing that we send a backup of your files to.

By continuing to use our services after receiving notice of termination, you agree that you have read, understood, and agree to be bound by the terms of this SLA.

Effective Date

This SLA is effective as of the date of your subscription.