Service Level Agreement (SLA)
1. Overview
1.1 This Service Level Agreement ("SLA") describes the levels of service that users ("you", "your", or "Customer") should expect from Push Button Hosting ("we", "us", "our", or "Provider").
1.2 This SLA forms part of the agreement between Push Button Hosting and its customers who purchase hosting services.
2. Service Commitment
2.1 Push Button Hosting is committed to providing a service with 99.9% uptime, calculated on a monthly basis.
2.2 The 99.9% uptime guarantee means that the maximum downtime should not exceed:
- 43.8 minutes per month
- 8.76 hours per year
3. Service Credit Calculation
3.1 If we fail to meet our 99.9% uptime guarantee, you will be eligible for service credits according to the following schedule:
| Monthly Uptime Percentage | Service Credit Percentage |
|---|---|
| 99.0% to 99.89% | 10% of monthly fee |
| 95.0% to 98.99% | 25% of monthly fee |
| 90.0% to 94.99% | 50% of monthly fee |
| Below 90.0% | 100% of monthly fee |
4. Exclusions from SLA
4.1 The following events are excluded from our uptime calculations:
- Scheduled maintenance with at least 48 hours advance notice
- Emergency maintenance with immediate security implications
- Force majeure events
- Issues resulting from customer's applications or code
- Issues with third-party services outside our control
- Network issues outside our network
- DNS propagation delays
- Customer's violation of Terms of Service
- DDoS attacks and other cyber attacks
5. Credit Request Process
5.1 To receive service credits:
- Requests must be submitted within 30 days of the incident
- Include account details and dates/times of the service interruption
- Credits will be applied to future billing periods
- Credits are not transferable and have no cash value
- Credits will not exceed 100% of monthly fee
- Only one credit claim per incident is allowed
6. Support Response Times
6.1 We commit to the following response times for support tickets:
| Priority Level | Initial Response Time |
|---|---|
| Emergency (Service Down) | Within 30 minutes |
| High Priority | Within 2 hours |
| Normal Priority | Within 4 hours |
| Low Priority | Within 12 hours |
6.2 Priority Definitions:
- Emergency: Complete service outage affecting all users
- High: Serious issue affecting multiple users or critical function
- Normal: Standard technical issues affecting individual users
- Low: General inquiries, feature requests, non-critical issues
7. Maintenance Windows
7.1 Scheduled Maintenance:
- Performed during off-peak hours (usually 12AM-5AM UTC)
- Minimum 48 hours advance notice
- Limited to 4 hours per month
- Not counted towards downtime calculations
7.2 Emergency Maintenance:
- May be performed at any time without notice
- Limited to critical security updates or emergency repairs
- Will be communicated as soon as possible
- May be excluded from downtime calculations
8. Monitoring and Reporting
8.1 Service Monitoring:
- 24/7 monitoring of all critical systems
- Automated alerts for system issues
- Real-time status page updates
- Monthly uptime reports available upon request
8.2 Performance Metrics:
- Server response time
- Network latency
- CPU utilization
- Memory usage
- Disk space utilization
- Network bandwidth utilization
9. Disaster Recovery
9.1 Backup Schedule:
- Daily incremental backups
- Weekly full backups
- 30-day retention period
- Geographically distributed backup storage
9.2 Recovery Time Objectives (RTO):
- Critical systems: 4 hours
- Non-critical systems: 12 hours
- Data recovery: 24 hours
9.3 Recovery Point Objectives (RPO):
- Maximum data loss window: 24 hours
- Database transactions: 1 hour
10. SLA Modifications
10.1 We reserve the right to modify this SLA:
- With 30 days advance notice
- Changes will be communicated via email
- Continued use of services implies acceptance
- Material changes may require customer acknowledgment
10.2 Special Circumstances:
- Temporary modifications may be made during extraordinary events
- Emergency changes may be made without notice for security reasons
- All modifications will be documented and communicated
11. Reporting and Communications
11.1 Service Status Communications:
- Real-time status page updates
- Email notifications for planned maintenance
- SMS alerts for critical outages
- Monthly service reports available upon request
11.2 Incident Reports:
- Provided for all major incidents
- Root cause analysis
- Preventive measures implemented
- Timeline of events and resolution
