Service Level Agreement

Our commitments to high quality service

Please read this carefully

Stratagem Hosting provides web hosting to clients worldwide, subject to the Terms and Conditions of business, and we have a responsibility to protect each client and to provide the best services available. This SLA forms part of these Terms.

Service Uptime

1. Stratagem shall use Commercially Reasonable Efforts to make its servers available 24 hours a day, seven days a week for 99.9% network availability (Uptime Service Level).

2. The servers shall be considered as unavailable only during periods when the servers and/or connectivity is either completely inaccessible or is severely degraded, or major components of the servers are not operational and work cannot reasonably continue; and

3. The servers shall not be considered as "unavailable" during necessary maintenance, Customer-caused outages or disruptions, or outages or disruptions attributable in whole or in part to a cause outside Stratagem’s reasonable control.

Support Response Time

Stratagem will prioritise support requests based on its reasonable assessment of the severity level of the problem reported and respond to all support requests within a commercially reasonable time with an estimated time to fix.

For Critical failures (examples including client’s servers going offline or complete service inaccessibility or service degradation):

1. Stratagem will acknowledge the receipt of the support ticket as soon as is reasonably practicable.

2. Provide updates as frequently as possible until full restoration of the service.

3. Work on the problem continuously and exercise all commercially reasonable efforts until full restoration of the service

For High priority requests (examples including critical defects that have a practical workaround or non-critical defects that affect operation of the client’s business):

1. Stratagem will acknowledge the receipt of the support ticket as soon as is reasonably practicable.

2. Provide an update every two hours whilst repair work is ongoing (unless otherwise notified that a following update will occur in a varied timeframe).

3. Exercise all commercially reasonable efforts until full restoration of the service.

For Standard priority requests (isolated or minor issues that do not significantly affect business operations)

1. Stratagem will acknowledge the receipt of the support ticket as soon as is reasonably practicable.

2. Provide fault correction within two business days starting after the acknowledgement of the request has elapsed.

Service Credits

1. If availability falls below the Uptime Service Level in a given calendar month (Service Delivery Failure), Stratagem shall provide Service Credits at a rate of 5% of the total monthly Hosting Fee (which shall be one twelfth of the annual Hosting Fee) for every 30 minutes of Service Delivery Failure evidenced by the Client.

2. If Stratagem fails to achieve a relevant Support Response Time (Service Delivery Failure), Stratagem shall provide Service Credits at a rate of 5% of the total monthly Hosting Fee (which shall be one twelfth of the annual Hosting Fee) for every failure to achieve the relevant Support Response Time.

3. The maximum Service Credit allowable in respect of a given month is limited to 100% of the total monthly Hosting Fee payable for the month in which the Service Delivery Failure occurred.

4. Service Credits shall be calculated by Stratagem and placed on account, without expiry, for use against future service invoices.

5. The Client must notify Stratagem within 7 days of a failure to meet either the Uptime Service Level or Support Response Time to claim service credits.

6. The Client acknowledges and agrees that the terms of this agreement relating to Service Credits do not operate by way of penalty and constitute a genuine attempt to pre-estimate loss.

7. The provision of a Service Credit shall be an exclusive remedy for a particular Service Delivery Failure.

8. Service Credits shall be shown as a credit held on account and deducted from the amount due from the Client to Stratagem on the next invoice issued. Stratagem shall not in any circumstances be obliged to pay any money or make any refund to the Client.

9. Credits may not be issued if the Client’s account is past due, suspended, or pending suspension, nor will Credits be issued in cases where the Client is in breach of our Terms and Conditions of Service or incidents which are beyond our reasonable control.

Bespoke SLA

This is our standard SLA for clients that take out Cloud or Managed hosting, a VPS or any of our Reseller Hosting packages. We are also able to work with you to design a bespoke SLA that fits your exact requirements. Please Contact Us for more information and a quote.

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