Effective Date: September 3, 2024
This Service Level Agreement ("SLA") outlines the service levels and support commitments provided by LeapDigitals, LeapDigi, and LeapDigiPK (collectively referred to as "Company", "we", "us", or "our") to our customers ("you" or "your"). This SLA is an integral part of our Terms of Service and applies to all services provided by the Company.
1. Service Uptime Guarantee
- Uptime Commitment: We guarantee that our web hosting services will be available 99.9% of the time in any given calendar month, excluding scheduled maintenance, emergency maintenance, and circumstances beyond our control (such as force majeure events).
- Measurement: Uptime is calculated on a monthly basis as a percentage of the total time in a calendar month that the services are available to you.
- Exclusions: This uptime guarantee does not apply to downtime resulting from:
- Scheduled maintenance or upgrades.
- Emergency maintenance necessary to protect the integrity of the network.
- Issues beyond our control, such as network failures outside our infrastructure or interruptions caused by third-party services.
- Your actions or negligence, including failure to comply with our Terms of Service or Acceptable Use Policy.
- Scheduled maintenance or upgrades.
- Emergency maintenance necessary to protect the integrity of the network.
- Issues beyond our control, such as network failures outside our infrastructure or interruptions caused by third-party services.
- Your actions or negligence, including failure to comply with our Terms of Service or Acceptable Use Policy.
2. Support Response Times
- Support Availability: Our support team is available 24/7 to assist you with any issues or questions related to our services.
- Response Times: We aim to respond to support tickets within the following timeframes:
- High Priority (Critical service outage): Within 1 hour.
- Medium Priority (Service degradation or partial outage): Within 4 hours.
- Low Priority (General inquiries or non-urgent issues): Within 24 hours.
- Methods of Support: Support is provided through our ticketing system, accessible through your client portal.
- High Priority (Critical service outage): Within 1 hour.
- Medium Priority (Service degradation or partial outage): Within 4 hours.
- Low Priority (General inquiries or non-urgent issues): Within 24 hours.
3. Service Credits
- Eligibility: If we fail to meet our uptime guarantee, you may be eligible for service credits as compensation.
- Calculation: Service credits will be calculated as a percentage of your monthly service fee based on the amount of downtime experienced beyond the 99.9% uptime guarantee.
- Service Credit Table:
- 99.0% to 99.9% uptime: 5% credit of monthly fee.
- 95.0% to 98.9% uptime: 10% credit of monthly fee.
- Less than 95.0% uptime: 25% credit of monthly fee.
- Requesting Service Credits: To request a service credit, you must submit a ticket through your client portal within 30 days of the downtime event. Service credits will be applied to future invoices and cannot be redeemed for cash.
- 99.0% to 99.9% uptime: 5% credit of monthly fee.
- 95.0% to 98.9% uptime: 10% credit of monthly fee.
- Less than 95.0% uptime: 25% credit of monthly fee.
4. Scheduled Maintenance
- Notification: We will notify you at least 48 hours in advance of any scheduled maintenance that may affect the availability of services. Scheduled maintenance will typically occur during off-peak hours to minimize disruption.
- Duration: We strive to complete scheduled maintenance as quickly as possible and within the communicated timeframes.
5. Emergency Maintenance
- Unscheduled Maintenance: In rare cases, we may need to perform emergency maintenance to address critical issues affecting the network or infrastructure. We will make every effort to notify you as soon as possible in these instances.
- Impact on Uptime: Downtime resulting from emergency maintenance will be excluded from the uptime calculation.
6. Limitations and Exclusions
- Service Credits Cap: The total amount of service credits issued in any given month will not exceed 50% of your monthly service fee.
- No Credit for Free Services: Service credits will not be provided for services that are provided free of charge.
- Third-Party Services: This SLA does not apply to the availability or performance of third-party services integrated with our offerings.
7. Modification of SLA
- Changes: We reserve the right to modify this SLA at any time. Any changes will be posted on our website and will become effective upon posting. Your continued use of our services after any changes to this SLA constitutes your acceptance of the new terms.
8. Contact Us
- Support and Inquiries: If you have any questions about this SLA or need support, please contact us through your respective client portal:
- LeapDigitals.co.uk (UK Based): https://leapdigitals.co.uk/contact.php
- LeapDigitals.co.uk (UK Based): https://leapdigitals.co.uk/contact.php
