Enterprise SLA

Managed WordPress hosting for people, business, and enterprise.

"In a crowded space, it is always refreshing to see a new startup innovating to upset the established order. It is even more exciting to see them better the niche in the same stroke" - TheNextWeb.com

"If you are hosting your own WordPress instead of using page.ly, you're doing it wrong!" - @feefighters

"I've been using WordPress for over 8 years and I am so happy to use Page.ly at work. On other hosts I've had hacking, data loss and outages, but with Page.ly I know that they optimize their hosting to maximize WordPress's performance. I absolutely love what Page.ly does." - Andy Wibbels, Get Satisfaction

"My site spiked with 1.6 million page views in 16 hours, rock solid and fast as lightening - awesome hosting" - Paul Eddison

"When a clients blog absolutely, positively has to be kept updated and secure, I use Page.ly. They have taken great care of the clients I've hosted there and have always communicated awesomely. Even when I'm away at a conference I count on them to take care of everything." - Joost "Yoast" de Valk

"Continually impressed by the work ethic, dedication and skills of the crew at Pagely. Couldn't be happier with our partnership. Highly recommend." - @GraphPaperPress

"While their product both meets the needs of underserved users and is well built to be flexible and strong, the success of their small piece of the WordPress market can be attributed in no small part to the couple's service-with-a-smile philosophy." - Read Write Web

"Page.ly has allowed OrangeSlyce to maintain a custom WordPress blog with minimal investment of time on setup and maintenance. It is the ideal solution for customers looking for the customizability of WordPress and the convenience of a hosted solution." - OrangeSlyce

"Hosting my course materials on an @pagely site has been fantastic - so easy to use, very effective" - Brad Biddle

Enterprise Service Level Agreement

Definitions:

  • Host = Page.ly and/or its Parent Company
  • Owner, User, You, Your = You, The paying Customer.

This Service Level Agreement (the “SLA”) is an integral part of your agreement with Host for the provision of services (collectively the “Services”) set forth on the Service and Pricing Order Form.

This SLA defines the terms of our responsibility with respect to the Services that we provide (the Service Commitments) and your remedies in the event that we fail to meet these Service Commitments. This SLA and the refunds set forth herein (the Service Credits) represent Host’s sole obligation and your sole remedy for our failure to meet such Service Commitments.

The Service Commitments under this SLA are as follows:

100% Network Uptime

Host guarantees 100% network uptime for our public Internet network, excluding scheduled maintenance. In the event that our network does not experience 100% network uptime in a given month (excluding scheduled maintenance), Host will credit 20% of your monthly service fees for each 3 hours of network downtime experienced up to 100% (for all Service Credits in a given month) of the monthly service fees for those Services affected. Notwithstanding the foregoing, you recognize that the Internet is comprised of thousands upon thousands of autonomous systems that are beyond the control of Host. This SLA and the 100% Network Uptime Service Commitment cover the provision of access by Host to the global internet “cloud”. Routing anomalies, asymmetries, inconsistencies and failures of the Internet outside of the control of Host can and will occur and such instances shall not be considered any failure of the 100% Network Uptime Service Commitment.

100% Infrastructure Uptime

Host guarantees that the critical infrastructure systems will be available 100% of the time in a given month, excluding scheduled maintenance. In the event that critical infrastructure systems do not experience 100% availability in a given month (excluding scheduled maintenance), Host will credit 20% of your monthly fee for each 3 hours of downtime up to 100% (for all Service Credits in a given month) of your monthly fee for those Services affected. Critical infrastructure systems include all power and HVAC infrastructure, including UPSs, PDUs and cabling. Critical infrastructure systems do not include any software or services running on server, nor do they include any server hardware.

1-Hour Hardware Replacement

Host guarantees the functioning of all hardware components and will replace any failed component within 1 hour of Host’s identification and confirmation of the problem at no cost to you. In the event that we are unable to replace a failed hardware component within such 1-hour period, Host will refund 20% of your monthly service fees for each 3 hours of hardware downtime up to 100% (for all Service Credits in a given month) of the monthly service fees for those Services affected. Hardware is defined as the Processor(s), RAM, hard disk(s), motherboard, NIC card and other related hardware included with the server. This 1-Hour Hardware Replacement covers the time to have the hardware installed, powered and operational, but excludes the time required to rebuild a RAID array, reload of certain operating systems and applications and restoration of any data.

Backup Responsibility

You understand that if Host backup services are not purchased or included as part of the Services, Host assumes no responsibility for the data, which resides on any server. In addition, the data will not be backed up at all by Host and could potentially be lost if there is a hardware or similar type of failure. In no event shall Host be liable for damages resulting from loss of data, profits or for any incidental or consequential damages, even if advised of the possibility of such damage.

Service Credit Requests

All SLA claims must be filed in writing to Host Accounting (Host) within 7 days of the incident. The support ticket must include all relevant information, including server name, IP address, full description of the incident, and any logs (if applicable). All SLA credits will be issued as credits against future invoices for services.

In order to qualify for Service Credits, you must be current on all payment obligations, not be in violation of the Terms of Service, Acceptable Use Policy or any other policies and procedures of Host.

Host proactively monitors network uptime, infrastructure uptime and hardware availability. The results of these monitoring systems shall provide the sole and exclusive determination of network uptime, infrastructure uptime and hardware availability.

No Service Credits will be given for service interruptions: (i) caused by the action or failure to act by you or your personnel, (ii) due to failure of any equipment provided by you, (iii) which are the result of scheduled maintenance, (iv) due to a force majeure event, (v) for which you are entitled to a Service Credit for the same or contemporaneous Service Commitment failure or (vi) resulting from your breach of the Terms of Service, Acceptable Use Policy or any other policies and procedures of Host.

Total cumulative Service Credits during any given month shall not exceed your monthly fee for those Services affected.

Host may modify any aspect of this SLA upon thirty (30) days prior notice. Should you wish to terminate the Service as a result of such modification, you may do so by sending a termination notice to Host any time prior to the effective date of such modification. Absent such termination notice, the modified SLA shall apply from the effective date for as long as you continue to retain Services from Host.