Web Hosting Service Level Agreement
Service Level Agreement (SLA)
This agreement describes the standard level of service that all website hosting customers can expect from TechnoContract Associates Ltd. It attempts to quantify the levels of service that all hosting customers can expect, and the remedies we offer if we fail to provide service at those levels.
TechnoContract Associates Ltd provide a reactive hosting service for all websites and offer a 99% uptime. We do not constantly check the websites we host to ensure they are functioning correctly as routine use, maintenance and software updates can affect website functions. It is therefore the responsibility of the client to ensure their website is operating as it should.
Network and Servers Uptime
TechnoContract Associates Ltd guarantees that the customer’s website, which is hosted on the TechnoContract Associates Ltd network and Servers, will be available 99% of the time, excluding maintenance, as defined below. Network downtime is defined as the customer’s hosted website being unable to be viewed or accessed through the Internet, caused by failure of network equipment managed and owned by TechnoContract Associates Ltd, excluding scheduled or emergency maintenance.
Maintenance means scheduled maintenance or emergency maintenance. Scheduled Maintenance means any maintenance in the TechnoContract Associates Ltd network/servers of which the customer is notified at least 5 days in advance. Emergency maintenance means any maintenance in the TechnoContract Associates Ltd network/servers that: (a) in TechnoContract Associates Ltd’s sole discretion, is necessary to avoid an immediate threat to the TechnoContract Associates Ltd networks/servers or customer’s server and (b) of which customer may be notified.
Response Times
We aim to at least acknowledge, if not fully answer, all emails (with screenshots of errors) to our official email address (technocoassociates@gmail.com), or our WhatsApp chat (0703 225 0000) within 4 working hours. We aim to answer the phones during working hours, but under times of high demand or staff sickness, may defer to an answering service where we promise to return all messages as soon as possible.
WordPress
For those websites hosted by TechnoContract Associates Ltd which have been built (or part-built) upon the WordPress platform, please be aware that WordPress irregularly makes updates which means that TechnoContract Associates Ltd may need to make updates to your site so that your website continues to work upon our servers. It is not known how many times per annum that WordPress makes updates, however, we estimate between 4 – 8 updates per year. The more functionality a WordPress site has the more time needed to make updates to that website.
TechnoContract Associates Ltd works reactively for such updates – we respond should we be informed of a critical change (by WordPress) or should the client point out an error in functionality. Please note, TechnoContract Associates Ltd cannot be held responsible for any functionality failure caused directly by an update to WordPress or a plug-in of which we were not made aware.
In case you want us to run the updates to your site for you, TechnoContract Associates Ltd will charge a minimum of N200,000 per annum for these updates. This cost will be invoiced at the same time as the domain/hosting fee which is yearly in advance.
Invoicing
Website hosting runs annually, paid in advance. An invoice will be sent 4 weeks before the time of renewal. Should a client not wish for TechnoContract Associates Ltd to renew the hosting service, we request a notice period of 60 days in advance of cessation along with details to where you would like the web files sent. If we do not hear such a request, it will be assumed that you do wish the web hosting to be renewed and are in agreement with the terms for the following year.
Should TechnoContract Associates Ltd be informed after this notice period, TechnoContract Associates Ltd cannot be held liable for any delays caused in the transfer of hosting of your website to another server.
The Service level agreement runs in conjunction with TechnoContract Associates Ltd’s standard terms and conditions.
Exceptions
The customer shall not be entitled to any credit hereunder if the network downtime is caused by: (i) actions of the customer or others authorised by the customer to use the service under the Agreement; (ii) customer application, software, or customer’s operating system failure, (iii) the result of network maintenance activity, (iv) denial of service attack, hacker activity, or other malicious event or code targeted against TechnoContract Associates Ltd or a TechnoContract Associates Ltd customer, or (v) failure of any network or Internet Infrastructure not owned or managed by TechnoContract Associates Ltd (vi) If customer has more than one website hosted on TechnoContract Associates Ltd networks or servers, then a claim may be accepted for one hosted website.
Definitions
- “TechnoContract Associates Ltd”, “we”, “us”, “our” means TechnoContract Associates Ltd, 6, Alexandra Crescent, Wuse 2, Abuja Nigeria.
- “Service” means any hosting or connectivity service offered by TechnoContract Associates Ltd, including but not limited to Hosting Services or Dedicated Hosts, Emails, SSL Certificates, Support and Maintenance Agreements.
- “Customer”, “you”, “your” means you, the person or persons in whose name(s) a service is maintained by.
- “Technical contact” means a person or persons nominated by the Customer with whom TechnoContract Associates Ltd can discuss all matters of a technical nature relating to the Service.
- “Working hours” means 9am to 5pm, Monday to Friday, excluding Nigerian public holidays.