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Service Level Agreement Scope This Service Level Agreement (SLA) applies to all hosting plans. Measurements are taken from a selection of sites against static HTML pages using our own monitoring software at intervals of 15 minutes. Targets
Remedy All incidents are dealt with as quickly as possible during office hours and are normally remedied within an hour of being reported. Calls made outside office hours may incur an additional delay. However, as we use third party equipment and software (servers. operating systems, routers, switches etc.) many incidents are caused by factors beyond our control that require reconfiguration or even complete replacement that may incur larger time delays. It is always difficult to predict how long an outage will last as this depends on the severity. Outages that are due to network failure outside our control are dependant on repairs being made by the relevant authority. Such occurrences are extremely rare as we subscribe to a peering arrangement whereby our bandwidth is by redundant feed. During network outages, bandwidth and apparent server performance may be impacted but services should remain viable. Should a severe hardware failure occur on a non clustered server, the server may be out of action for a considerable time as repairs can take as long as a day or two to effect. WiSS make regular back ups of vital information for configuration stores (IIS meta base, mail configuration etc). We constantly improve our systems to minimise downtime. WiSS does NOT back up customer web sites as a general rule, therefore it is essential that the customer has a local copy of their web site should disk corruption occur. All our servers are RAID1 configured (twin mirrored disks) but these are not infallible, a recent failure of a disk set and a RAID1 controller at the same time proved this point. No matter what steps are taken there is always the risk that total data loss may occur. Should a server failure occur then data (if possible) is transferred to a spare server along with configuration information, this server is brought on line as quickly as possible. Client responsibility It is essential that the client has a recent viable local copy of their web site and any data connected to that web site. It is imperative that confidential information such as customer credit cards are NEVER stored on a public facing web server and any data that is key to the operation of a business is maintained by the client separately. WiSS do not operate a data repository and web sites should not be used as such. Calls made during a severe outage are less likely to be answered or dealt with a quickly as we would like, as our resources will be focused on bringing services back to operational level. Claims Any claims for recompense must be made in writing within 30 days of month end. Compensation payments are made at the discretion of WiSS and are limited to the pro rata value of the service as advertised on this site. Third party or other liabilities will not be entertained, please ensure your insurance covers these losses. Measurement data will be available upon request only to current hosting customers and must be considered company confidential, disclosure of these results to any third party will be treated as a breach of trust and void the SLA.
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