Hosting SLA

Hosting Service Level Agreement – Per Client

For non-transactional sites [brochure] up to 3 URL’s: £99 PA

Per e-commerce website: £199 PA

Clients with a mixture of brochure sites and e-commerce will be charged both. Annual hosting period runs from 1^st of April to 31^st March – Hosting set up mid-term will be charged on a pro-rata monthly basis for the months remaining to the renewal date.

This Service Level Agreement (“SLA”) applies to all shared and dedicated clients. This SLA may be amended at any time.

Service Availability is the total time in a calendar month that our technicians are available.

Service Downtime is any unplanned interruption in Service Availability during which the Client is unable to access the website due to hosting downtime, Service Downtime is measured as the total length of time of the unplanned interruption in Service Availability during a calendar month. Hosting providers provide a 99% uptime due to essential maintenance. White Hat is not responsible for any unplanned outages due to third-party software failure and are the direct responsibility of the software publisher or our hosting provider.

Scheduled Service Downtime is any network interruption of Hosting Services. Scheduled Service Downtime occurs during maintenance.

This SLA does not cover Service Downtime caused by problems in the following:

• Client’s local area network
• Client-provided Internet connectivity or end-user software
• Entities inside Client’s internal network including, but not limited to, firewall configuration and bandwidth shaping, local area workstations, or other servers, equipment, and software that have a potential bearing on the local networking environment

Service Downtime Exclusions

The following are excluded from the Service Availability:

• Any utilised Scheduled Service Downtime
• Any problems beyond the immediate White Hat network
• Any interruptions, delays or failures caused by Client or Client’s employees, agents, or subcontractors, such as, but not limited to, the following:
  • Inaccurate configuration
  • Non-compliant use of any software installed on the server
  • Client initiated server over-utilization
  • Any problems related to attacks on the machine such as hacking, bandwidth-based attacks of any nature, and service or operating system exploits

Back Up Provision

All sites are backed up daily via Acronis Cloud image storage with a retrievable 7 daily archive

Hosting: SLA – Service Level Agreements

The table below outlines SLA terms, together with some examples of the SLA in practice:

Whenever White Hat Clients raises a support call, they will be given an anticipated response time: In most cases, regardless of the issue, we will deal with the issue well in advance of our advertised SLA. However, the stated response times above are the maximum applicable times we offer.