Service Level Agreement (SLA) for Digicz Hosting Services
1. Purpose
This Service Level Agreement (SLA) establishes the terms and conditions under which Digicz ("Provider") will deliver its web hosting and related services to its customers ("Customer").
2. Service Commitment
Provider commits to delivering high-quality hosting services, including off-site backups for data retention, hourly and weekly backups, and top-of-the-line security.
3. Back-Up and Data Retention Policy
3.1 Hourly Backups
- Provider will conduct backups of data every hour.
- These backups will be stored in a secure, off-site location separate from the primary data center.
- Hourly backups are retained for 24 hours before being overwritten by newer backups.
3.2 Weekly Backups
- Comprehensive backups of all data will be performed weekly.
- Weekly backups are stored off-site and retained for a period of one month.
3.3 Data Restoration
- In the event of data loss, the Customer can request a data restore operation. Standard data restoration is typically completed within 12 hours from the time of the request.
- Emergency data restoration services are available upon request and can be completed within 4 hours, subject to a service fee.
4. Security Measures
4.1 Physical Security
- All data centers used by Provider are monitored 24/7 with biometric access controls and are equipped with state-of-the-art surveillance technology.
4.2 Network Security
- Provider employs comprehensive firewall protection, intrusion detection systems, and DDoS mitigation to safeguard customer data against unauthorized access and attacks.
- SSL/TLS encryption is used for data in transit between Provider’s servers and the internet.
4.3 Data Security
- Sensitive data is encrypted using advanced encryption standards.
- Provider conducts regular security audits and vulnerability scans to ensure the security measures remain effective and up-to-date.
5. Service Availability
- Provider guarantees an uptime of 99.9% for its services.
- Scheduled maintenance will be communicated in advance and conducted during off-peak hours to minimize service disruption.
6. Support Services
- Technical support is available 24/7 via phone, email, and live chat.
- Support response times: Immediate response for critical issues, within 1 hour for high-priority issues, and within 3 hours for normal inquiries.
7. Compensation for Non-Compliance
- In the event of non-compliance with the backup or uptime guarantees, Customer is eligible for service credits:
- 5% of the monthly fee for each 0.1% uptime falls below the guaranteed level.
- 10% of the monthly fee for delays in restoration beyond the guaranteed windows.
8. Termination and Renewal
- This SLA may be reviewed and revised at the end of each contract term.
- Either party may terminate the agreement with a written notice 30 days prior to the renewal date.
9. Legal and Regulatory Compliance
- Provider will adhere to all applicable laws and regulations in the jurisdictions where it operates.
- Customer data will be handled confidentially and in compliance with applicable data protection laws.
