Last Updated: August 2023
This Service Level Agreement (“SLA”) outlines the commitments and expectations between TAS Belize (“Provider,” “we,” “us,” or “our”) and users of our web hosting services (“Client,” “you,” or “your”). This SLA aims to define the service quality standards, uptime expectations, and procedures in the event of service interruptions.
- Uptime Commitment
- Uptime Target: We strive to maintain an uptime of 99.9% for our web hosting services.
- Measurement Period: The uptime is measured over a calendar month.
- Downtime Allowance
- Exclusions: Downtime caused by scheduled maintenance, emergency maintenance, third-party services, or factors beyond our control, including force majeure events, is excluded from the calculation of downtime.
- Calculation: Downtime is calculated as the total accumulated minutes during which the services are unavailable, minus any excluded periods.
- Reporting and Support
- Incident Reporting: In the event of downtime or service interruption, clients are required to promptly report the incident to our support team through our designated communication channels.
- Support Response Time: Our support team will acknowledge and respond to incident reports within 24 hours during business days.
- Scheduled Maintenance
- Notification: We will provide advance notice of scheduled maintenance windows through our communication channels. Maintenance windows will be scheduled during off-peak hours whenever possible.
- Data Backup
- Backup Frequency: We provide regular backups of client data based on the backup frequency outlined in the hosting plan.
- Backup Restoration: In case of data loss, we will restore data from the most recent backup available. We do not guarantee the availability of backups for all possible scenarios.
- Security
- Security Measures: We implement security measures based on industry best practices to safeguard hosted content and prevent unauthorized access. However, no system can be entirely immune to security breaches.
- Termination and Refunds
- Termination: In case of persistent violations of our terms of service or SLA, we reserve the right to terminate hosting services.
- Refunds: Refunds are not provided for downtime or interruptions covered under the Compensation Schedule.
- Amendments: We may update or modify this SLA from time to time. Users will be notified of any changes via email or through our website. Continued use of our services after the policy changes indicates acceptance of the revised SLA.
- Contact Information: For any questions or concerns related to this SLA, please contact our support team at he**@*******ze.com.
By using our web hosting services, you acknowledge that you have read, understood, and agreed to abide by this SLA. If you do not agree to this SLA, please do not use our services.
