Service Level Agreement (SLA)

Effective Date: 01-01-2025

1. Purpose

The purpose of this Service Level Agreement (SLA) is to define the level of service provided to customers by mediabirdco.net in relation to its web hosting solutions. This agreement outlines guaranteed performance standards, response times, and customer support commitments to ensure transparency and reliability.

2. Scope

This SLA applies to all customers who have purchased shared, VPS, cloud, or dedicated hosting services from mediabirdco.net. It covers the availability of hosting services, support response times, issue resolution, and associated service credits.

3. Uptime Guarantee

We guarantee a monthly uptime of 99.9% for all hosting services, excluding scheduled maintenance and force majeure events. Uptime is measured on a monthly basis and calculated as:

    Uptime (%) = [(Total Time – Downtime) / Total Time] × 100
    

Downtime refers to any period when the server is unavailable due to factors within our control.

4. Scheduled Maintenance

To ensure optimal performance, periodic maintenance may be scheduled. Customers will be notified at least 24 hours in advance. Maintenance windows are not counted toward uptime calculations.

5. Support Availability

• 24/7 Technical Support via email and ticketing system.
• Live Chat Support available from 9 AM to 9 PM (Mon–Sat).
• Phone Support available for premium or enterprise clients.

6. Response and Resolution Times

Our support team is committed to addressing inquiries promptly. Below are the standard response and resolution timeframes:

• Critical Issues (Server down): Response within 30 minutes, resolution within 4 hours.
• High Priority (Service degraded): Response within 1 hour, resolution within 12 hours.
• Medium Priority (Non-urgent issues): Response within 4 hours, resolution within 24 hours.
• Low Priority (General inquiries): Response within 12 hours, resolution within 48 hours.

7. Service Credits

If uptime falls below 99.9% in a given month, affected customers may request service credits. Credit calculations are as follows:

• 99.0% – 99.89%: 5% credit of monthly fee
• 95.0% – 98.99%: 10% credit of monthly fee
• Below 95.0%: 25% credit of monthly fee

Credits must be requested in writing within 7 days of the incident and will be applied to the next billing cycle.

8. Exclusions

This SLA does not apply to:

• Downtime caused by customer misuse, coding errors, or third-party software.
• Outages due to DNS or network failures outside our infrastructure.
• Force majeure events (e.g., natural disasters, war, terrorism, strikes).
• Free or trial hosting accounts.

9. Customer Responsibilities

• Keep contact and billing information up-to-date.
• Report issues promptly with sufficient technical detail.
• Follow best practices for security and maintenance of your hosted content.

10. Our Responsibilities

• Ensure server uptime and service availability as per defined metrics.
• Provide timely communication regarding maintenance or outages.
• Offer clear, prompt, and professional technical support.

11. Disclaimers

While we strive for maximum uptime and service excellence, mediabirdco.net disclaims any warranties beyond what is explicitly stated in this SLA. This document is not a guarantee but a guideline to service expectations.

12. SLA Modifications

We reserve the right to modify this SLA at any time. Any changes will be posted on our website, and continued use of our services implies acceptance of the updated terms.

13. Contact Information

For questions regarding this SLA or to report an SLA-related issue, please contact:

Email: support@mediabirdco.net
Website: www.mediabirdco.net