Service Level Agreement (SLA)

This Service Level Agreement (SLA) is entered into by and between Selectrum Communications Inc. (referred to as “Provider”) and the customer using the hosting services (referred to as “Customer”). This document outlines the responsibilities, service commitments, and performance standards of the Provider.

1.Services Covered

This SLA applies to the following services:

  • Website hosting
  • Server maintenance
  • 24/7 support via phone and email

2.Uptime Guarantee

The Provider guarantees a 99.9% uptime for its hosting services over a calendar month, excluding scheduled maintenance and force majeure events (see Section 6).

Measurement:

  • Uptime is calculated as:

Remedies:

  • If uptime falls below 99.9%, the Customer is eligible for a service credit as follows:
    • 99.0% to 99.8% uptime: 10% credit of monthly hosting fee
    • 95.0% to 98.9% uptime: 25% credit of monthly hosting fee
    • Below 95.0% uptime: 50% credit of monthly hosting fee

3.Support Availability

The Provider offers 24/7 customer support via:

  • Phone: +1.819-777-4555
  • Email: support@selectrum.com

Support requests will be responded to within the following timeframes:

  • High Priority (e.g., server downtime): Within 1 hour
  • Medium Priority (e.g., performance issues): Within 4 hours
  • Low Priority (e.g., general queries): Within 24 hours

4.Data Backup

  • Provider performs daily backups of Customer data and retains them for a rolling period of between 24 hours and 7 days.
  • Restoration requests are subject to availability and will be processed within 24 hours. File restoration is billed at our standard hourly rate.
  • It is the Customer’s responsibility to maintain additional backups as needed.

5.Maintenance and Downtime

  • Scheduled maintenance will be communicated at least 48 hours in advance and conducted during low-traffic hours.
  • Emergency maintenance may be performed without prior notice to ensure service integrity.

6.Exclusions and Limitations

The SLA does not apply to:

  • Downtime caused by Customer’s actions or software.
  • Downtime during scheduled maintenance.
  • Issues caused by third-party services or providers.
  • Force majeure events, such as natural disasters, cyberattacks, or government actions.

7.Reporting Issues

The Customer must report any issues or downtime via the designated support channels (see Section 3). Claims for service credits must be submitted within 30 days of the incident.

8.Termination of SLA

This SLA remains valid as long as the Customer’s hosting account is active and in good standing. The Provider reserves the right to update this SLA with 30 days’ notice.