Service Level Agreement
Updated on: September 16, 2022
This SLA amends the Agreement between WP Energize and Customer and addresses the uptime guarantees in relation to the Services we provide to you and your remedies for our failure to meet such guarantees. The remedies contained in this SLA are your sole and exclusive remedies for any issues addressed herein. We may update this SLA from time to time in our sole discretion; the current version may be found at https://wpenergize.com/service-level-agreement/.
Our support team is available for support Monday through Friday from 9:00am to 7:00pm, CET time.
UPTIME AVAILABILITY WHEN THE SERVICE IS HOSTED WITH US
WP Energize will make the hosting available 99.90% of the time, excluding any “Permitted Downtime”.
We offer emergency 24/7 support in case the service becomes unavailable and it cannot be accessed.
PERMITTED DOWNTIME WHEN THE SERVICE IS HOSTED WITH US
“Permitted Downtime” means the length of time the Services are unavailable due to:
- Scheduled Maintenance which includes any maintenance performed during the following windows or for which we provide reasonable notice or coordination with you in advance of the maintenance;
- Emergency Maintenance which means any maintenance performed outside the Scheduled Maintenance windows without advance notice where such maintenance is reasonably and urgently required to protect the integrity, availability, or security of any online systems.;
- Beta Services;
- Force Majeure events;
- The actions or omissions of you, your Authorized Users, or any third-party acting on your behalf or at your direction, including any unauthorized use of the Services, breach of the Agreement or Acceptable Use Policy, or any use or configuration of the Services that exceeds WP Energize recommendations or advertised limits.