This Service Level Agreement (SLA) outlines the service expectations and commitments between BoltFlare, hereafter referred to as the “Host”, and the client, hereafter referred to as the “Customer”, for Managed WordPress Hosting services.
- Service Availability: The Host guarantees a 99.95% uptime for all Managed WordPress Hosting services. The uptime percentage is calculated based on a monthly basis and excludes scheduled maintenance windows, which will be communicated in advance to the Customer.
- Customer Support: The Host provides 24/7 customer support through email and live chat channels. The Host guarantees an initial response time of 45 minutes for all support requests, and a resolution time of 24 hours for all non-critical issues. Critical issues, such as website downtime or security breaches, will be given immediate attention and resolved as quickly as possible.
- Managed WordPress Updates: The Host will perform all WordPress updates, including core, themes, and plugins, as soon as updates are available. The Host will also perform a daily backup of all Managed WordPress Hosting data and retain backups for a period of up to 10 days.
- Security and Malware Scanning: The Host guarantees to monitor all Managed WordPress Hosting accounts for security threats and malware. In case of any security breaches, the Host will immediately take action to resolve the issue and notify the Customer. The Host will also provide a free malware removal service for all Managed WordPress Hosting customers.
- Performance Optimization: The Host will optimize the performance of all Managed WordPress Hosting accounts to ensure fast loading speeds and optimal website performance. This includes server-side caching, content delivery network (CDN) integration, and website optimization tools.
- Service Credits: In the unlikely event of a service outage or failure to meet the uptime guarantee, the Host will provide the Customer with a service credit of 5% of their monthly fee for each hour of downtime, up to a maximum of 50% of the monthly fee.
- Exclusions: This SLA does not apply to any downtime, outages or issues caused by external factors such as network issues, server hardware failure, natural disasters, or any other event beyond the control of the Host.
- Term and Termination: This SLA shall remain in effect until terminated by either party. Either party may terminate this SLA by providing written notice to the other party.
- Modification: The Host reserves the right to modify this SLA at any time. Any changes will be communicated to the Customer via email or through the Host’s website.
By using BoltFlare’s Managed WordPress Hosting services, the Customer agrees to the terms and conditions of this SLA. The Host’s obligations under this SLA are subject to the Host’s Terms of Service, Privacy and Acceptable Use Policy.