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Service Level Agreement (SLA)

Service Level Agreement (SLA)

Effective Date: 20 November 2024
Company Name: HostingHubs
Website: hostinghubs.com

1. Introduction

This Service Level Agreement (SLA) outlines the services, support, and expectations between HostingHubs and its clients. The SLA defines the scope of services, availability, response times, and resolution times for any issues that may arise. By using our services, clients agree to the terms outlined in this document.

2. Service Availability

We are committed to providing excellent services and support during our defined office hours, which are as follows:

  • Office Hours: 11:00 AM to 7:00 PM
  • Friday: 3:00 PM to 7:00 PM
  • Closed on Tuesdays

Services outside of these hours are subject to availability and may not be supported unless otherwise agreed upon in advance.

3. Support Availability and Response Times

Our support team is available to assist with any technical or service-related inquiries within the following response time parameters:

  • Email Support:
    • Initial response time within 4 hours during office hours.
    • For urgent issues, we will prioritize and aim for an initial response within 2 hours.
  • Phone Support:
    • Available during office hours only.
    • Calls received outside office hours will not be answered but will be returned on the next business day during office hours.
  • Live Chat Support:
    • Available during office hours. Response time is within 15 minutes.
    • If a chat is initiated outside office hours, a support representative will get back to you during the next business day.

4. Service Commitments

We are committed to providing the following services during our office hours:

  • Website Support: Assistance with any technical issues or inquiries regarding the functionality of your website hosted with HostingHubs.
  • Service Monitoring: Regular monitoring of the websites we manage, ensuring that they are up and running with minimal downtime.
  • Updates and Maintenance: Performing routine maintenance, updates, and upgrades to your website as needed.
  • Backup Management: Ensuring that regular backups of your website are taken for recovery purposes.
  • Issue Resolution: Addressing and resolving any performance or functionality issues in a timely manner during office hours.

5. Service Performance Metrics

  • Website Uptime: We guarantee 99.9% uptime for all hosted websites, with downtime generally occurring during scheduled maintenance. Any unplanned downtime will be resolved as quickly as possible.
  • Support Response Time: We commit to responding to all support requests within the stipulated response times (4 hours for email, 15 minutes for live chat).
  • Resolution Time: Depending on the complexity of the issue, we will aim to resolve technical issues as quickly as possible. For more complex issues, we will provide updates on progress regularly.

6. Out-of-Hours Support

  • Emergency Support: In case of emergencies, clients can contact us through email or the contact form on the website, and we will aim to respond during the next business day.
  • Out-of-Hours Requests: Any non-urgent requests or support issues received outside office hours will be addressed during the next business day.

7. Client Responsibilities

For optimal service delivery, clients agree to the following:

  • Provide accurate contact details and maintain up-to-date information.
  • Ensure that the website is accessible for troubleshooting during office hours.
  • Notify us promptly of any issues to allow us to provide timely support.

8. Exclusions

The following are excluded from this SLA:

  • Services or requests made outside of office hours, unless agreed upon separately.
  • Support for issues caused by third-party software, services, or hardware not directly controlled by HostingHubs.
  • Issues arising due to actions taken by the client that violate the website’s terms of service or misuse.

9. Termination and Modification

  • Termination: Either party may terminate the SLA with prior notice of 7 days if the terms of service are not met.
  • Modification: HostingHubs reserves the right to modify the terms of this SLA at any time. Clients will be notified in advance of any changes.

10. Contact Information

For any support or service inquiries, please contact us through the following:

  • Email: [email protected]
  • Phone: +8801765354040 [available during office hours]
  • Live Chat: WhatsApp [available during office hours]
  • Office Address: New Market City Complex, Shop #119, 3rd Floor, Dhaka 1205

By agreeing to use our services, clients acknowledge that they understand and accept the terms of this Service Level Agreement.