Service Level Agreement

Shared Hosting and Email Hosting

We have a 99.9% Service Uptime Guarantee for all of our shared hosting and email hosting plans. Should the service experience any downtime due to an error on our behalf, that is investigated and proven by us, you can contact our support staff and request a refund or account credit of the pro-rata value of product from the date of purchase up until the date of the determined failure. You acknowledge and agree that refunds will be issued to the credit card used to purchase the product and that account credit may only be used to purchase product/service(s) from us.

You further acknowledge and agree that we are under no obligation to contact you regarding a refund or account credit for a failure if you have not made a refund or account credit request. You also agree that only one refund or account credit can be awarded for a product for the same period of time. If more than one failure of the Service Uptime Agreement is experienced, a refund or account credit can only be awarded from the date of the last failure up until the date of the current failure. You cannot claim from the date the product was purchased if you have already claimed the value of this period previously. You acknowledge and agree that the Service Uptime Guarantee does not apply to service interruptions caused by:

1. Any actions, of any kind, on your behalf where you have misused the product or caused a change to the configuration of the product. Such actions include, but are not limited to, alterations to the settings of the product that causes a break in the connection to the domain name.
2. Any actions or alterations made to the product by third parties, or any alterations made to the product by the installation of, or any other action associated with, third-party applications.
3. Outages that do not affect the functioning of your website, including visual appearance, yet only affect your access to internal features such as email or back up information/data.
4. Outages beyond our control caused by any of the following; force majeure (any 'act of god' including those induced by negative human activities), war, invasion, act of hostilities, civil war, rebellion, military power or confiscation, terrorist activities, nationalism, governmental/quasi-governmental sanction, restraint, embargo, prohibition or intervention, blockage, labour dispute, general strike, lockout or failure of utilities (electricity, telephone, etc.), failure of hardware (our hardware as well as third party), failure of software, failed software or hardware upgrade or any other failure as caused by us, our suppliers or any third party.
5. Routine maintenance, service and upgrades performed from time to time. We will endeavour to act on such instances at the most convenient times and provide reasonable notice by any means we deem satisfactory.

Managed WordPress Hosting

This SLA amends the Agreement between Cheeky Monkey Hosting and Customer and addresses the uptime guarantees in relation to the Managed WordPress Hosting 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.

1. Service Availability

WPhost will make the Services available 99.95% of the time, excluding any Excused Downtime. In a given calendar month, we calculate “Service Availability” as follows:

Service Availability =
(total minutes Services are available) x 100
(total minutes in the month) – (Excused Downtime)

2. Excused Downtime

“Excused Downtime” means the length of time the Services are unavailable due to:

1. Scheduled Maintenance;
2. Emergency Maintenance;
3. Beta Services;
4. Force Majeure events; and
5. the actions or omissions of you, your Authorised 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 WPhost's recommendations or advertised limits.

“Scheduled Maintenance” includes any maintenance performed during a Scheduled Maintenance window or for which we provide reasonable notice or coordination with you in advance of the maintenance.

“Emergency Maintenance” means any maintenance performed outside a Scheduled Maintenance window without advance notice where such maintenance is reasonably and urgently required to protect the integrity, availability, or security of any online systems.

3. SLA Credits

You are entitled to a credit of 5% of the applicable monthly Fees for each full hour of downtime in excess of the Service Availability targets. (For example, you will receive a 5% credit for between 1 and 60 minutes of downtime in excess of the Service Availability targets, a 10% credit for between 61 and 120 minutes, etc.) In order to receive a credit, you must contact Support within 30 days of the event giving rise to the credit. Credits are based on our monitoring, shall not exceed 100% of the applicable monthly Fees, may not be carried over or aggregated, are forfeited at the expiration or termination of the Agreement, and will not be paid or provided as a refund.

Last Update: 09/08/2023 - 15:32pm