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Service Level Agreement

Effective Date: 01/08/2023

This Service Level Agreement (“SLA”) outlines the terms and conditions under which besthost.lk (“we,” “us,” or “our”) provides shared hosting services to our customers. By using our services, you agree to comply with the terms of this SLA.

1. Availability and Uptime

1.1. We strive to maintain a minimum of 99.9% uptime for our shared hosting services, calculated on a monthly basis.

1.2. Uptime is calculated based on the total minutes in a calendar month, excluding scheduled maintenance.

2. Scheduled Maintenance

2.1. We will provide at least 6 hours of notice for scheduled maintenance that may impact the availability of our services.

2.2. Scheduled maintenance will be conducted during off-peak hours whenever possible to minimize disruptions.

3. Response Time

3.1. Our support team is available 24 hours a day, 7 days a week, 365 days a year to respond to support inquiries.

3.2. We aim to acknowledge and respond to support inquiries within 6 hours of receipt during normal business hours.

4. Technical Support

  1. 4.1. We provide technical support for issues related to our shared hosting services.
  2. 4.2. Support requests should be submitted through our designated support channels.

5. Resource Allocation

  1. 5.1. Our shared hosting plans specify resource allocation limits, including storage, bandwidth, and other resources.
  2. 5.2. Exceeding allocated resources may result in temporary suspension or restrictions on services.

6. Data Backup

  1. 6.1. We strive to maintain regular backups of our shared hosting environment.
  2. 6.2. While we take precautions to secure and back up data, customers are responsible for maintaining their own backups.

7. Security

  1. 7.1. We implement security measures to protect our shared hosting environment from unauthorized access and attacks.
  2. 7.2. Customers are responsible for securing their websites and applications hosted on our platform.

8. Service Credits

  1. 8.1. In the event of a verified SLA breach, we may offer service credits as compensation, at our discretion.
  2. 8.2. Service credits will be calculated based on the percentage of downtime and the affected service fees.

9. Limitations

  1. 9.1. This SLA does not cover downtime or performance issues caused by factors beyond our control, including but not limited to acts of God, network connectivity issues, or third-party service provider outages.

10. Changes to SLA

  1. 10.1. We may update this SLA from time to time. The “Effective Date” at the top indicates when changes have been made.

11. Contact Us

11.1. If you have any questions or concerns about this SLA, please contact us at [email protected].

By using our shared hosting services, you agree to comply with and be bound by the terms of this Service Level Agreement.

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