This Service Level Agreement (SLA) is made between Teklan Hosting (the "Service Provider") and its customers (the "Customer"). The purpose of this SLA is to define the level of service expected from the Service Provider, including uptime guarantees, support response times, and penalties for non-compliance.
Teklan Hosting provides web hosting services, including but not limited to shared hosting, VPS hosting, dedicated servers, and domain registration.
The Service Provider guarantees 99.9% uptime for all services, measured on a monthly basis. Uptime is defined as the ability of the Customer to access their website hosted on Teklan Hosting servers.
Downtime is any period during which the services are unavailable, excluding scheduled maintenance and events outside the Service Provider's control.
Scheduled maintenance will be performed outside of peak usage hours and with at least 48 hours' notice to the Customer. Maintenance windows will be limited to 4 hours per month.
Emergency maintenance may be performed without prior notice when necessary to protect the security and integrity of the Customer's data or the Service Provider's infrastructure.
Support is available 24/7 via the following channels:
The Service Provider guarantees the following response times:
The Service Provider guarantees network latency will not exceed 100ms from the Customer's server to the nearest internet backbone.
The Service Provider will perform daily backups of the Customer's data. Backups will be retained for a period of 14 days.
In the event of data loss, the Service Provider will restore the Customer's data from the most recent backup. Data recovery requests will be addressed within 4 hours.
If the Service Provider fails to meet the uptime guarantee or response time commitments, the Customer will be entitled to service credits as follows:
To claim service credits, the Customer must submit a request via email to [email protected] within 30 days of the incident.
This SLA does not apply to performance issues or downtime caused by:
This SLA will commence on the date the Customer signs up for services and will continue until terminated by either party with 30 days' written notice.
The Service Provider reserves the right to terminate this SLA and the associated services if the Customer breaches any terms of service or fails to pay fees due.
This SLA may be amended by the Service Provider at any time with 30 days' notice to the Customer. Continued use of the services after the effective date of the amendment constitutes acceptance of the new terms.
This SLA is governed by the laws of England and Wales. Any disputes arising under or in connection with this SLA shall be subject to the exclusive jurisdiction of the courts of England and Wales.
By using Teklan Hosting services, the Customer agrees to the terms and conditions of this SLA.
Teklan Hosting
Email: [email protected]
Phone: +44 845 4670374
Website: www.teklanhosting.co.uk