("CrankyNerds") Web Hosting Service Level Agreement (SLA)

  1. Introduction
    Our Service Level Agreement (SLA) outlines the level of service we aim to provide for web hosting and related services. While we strive to exceed industry standards, we also acknowledge the realities of the internet landscape, where numerous interconnected entities contribute to the overall performance.
  2. Uptime and Performance
    2.1. Uptime Goal: CrankyNerds is committed to providing high availability and minimal downtime for your hosted services. Our goal is to achieve an uptime percentage better than 99.9%.
    2.2. Performance: We put our best efforts into optimizing server configurations and addressing performance-related issues promptly to ensure optimal performance for your hosted services.
  3. Maintenance and Downtime
    3.1. Scheduled Maintenance: To enhance the overall service quality, we may perform routine maintenance and upgrades. We will notify you in advance of any scheduled maintenance through email or on our client portal. Rest assured, we will plan maintenance during off-peak hours to minimize any impact on your services.
    3.2. Emergency Maintenance: In rare cases of unforeseen emergencies or critical security updates, we may conduct unscheduled maintenance. We understand the importance of your services and will work to minimize downtime and disruption.
    3.3. Downtime Mitigation: While we do our best to prevent and mitigate downtime caused by server issues or incidents, it's important to acknowledge that complete elimination of downtime is not always possible, given the complexity of the internet infrastructure.
  4. Support
    4.1. Technical Support: We provide dedicated technical support to assist you with any issues related to your hosted services. Reach out to our support team through our ticketing system, email, or phone, and we will be glad to help.
    4.2. Response Time: Our support team aims to respond to your inquiries within 24 hours during regular business days (Monday to Friday, excluding public holidays). We appreciate your understanding that response times may vary depending on the complexity and urgency of the matter.
  5. Limitations and Disclaimer
    5.1. Industry Realities: We recognize that the internet is a vast network involving numerous entities, and as a relatively small company, we have certain limitations in our ability to influence factors beyond our direct control.
    5.2. No Guarantees: While we strive to deliver exceptional service, we do not provide specific uptime guarantees in this SLA. Rest assured, we invest considerable effort to maintain high uptime and performance levels.
  6. Termination
    6.1. Termination Clause: Your satisfaction is essential to us. If you encounter unsatisfactory service levels or face unresolved issues for more than a month, you have the right to terminate your service contract without penalty.
  7. Amendments
    7.1. Changes to SLA: We reserve the right to modify or update this SLA without notice. Any changes will be posted on our website and become effective immediately upon posting.
  8. Contact Us
    If you have any questions or require assistance, please don't hesitate to reach out to our support team. Contact details can be found on our contact page on the website. Please provide a clear description of your issue or inquiry, any relevant evidence you may have, and your contact information for any follow-up communications.