Service Level Agreement


Eventula's SLA

This agreement describes the standard level of service that all website hosting customers can expect from Eventula. It attempts to quantify the levels of service that all hosting customers can expect, and the remedies we offer if we fail to provide service at those levels.

Eventula provide a reactive hosting service for all websites and offer a 99% uptime. While we constantly check the websites we host to ensure they are functioning correctly as routine use, maintenance and software updates can affect website functions, it is still the responsibility of the client to ensure their website is opporating as it should. ‘Always on’ and ‘managed hosting services’ support can be provided and can be quoted on on a case-by-case basis.

99% Network and Servers Uptime

Eventula guarantees that the customer’s website, which is hosted on the Eventula network and Servers, will be available 99.9% of the time, excluding maintenance, as defined below. Network downtime is defined as the customer’s hosted website being unable to be viewed or accessed through the Internet, caused by failure of network equipment managed and owned by Eventula, excluding scheduled or emergency maintenance.

Maintenance means scheduled maintenance or emergency maintenance. Scheduled Maintenance means any maintenance in the Eventula network/servers of which the customer is notified at least 5 days in advance. Emergency maintenance means any maintenance in the Eventula network/servers that: (a) in Eventula’s sole discretion, is necessary to avoid an immediate threat to the Eventula networks/servers or customer’s server and (b) of which customer is notified.

Response times

Support, unless noted otherwise in a supplementary service level agreement, technical support is provided by Eventula on a first-come, first-served “best effort” basis. We aim to at least acknowledge, if not fully answer, all emails to our advertised support address (info@eventula.com) within 24 working hours.

Invoicing

We may use your Personal Information to contact you with newsletters, marketing or promotional materials and other information.

Exceptions

The customer shall not be entitled to any credit hereunder if the network downtime is caused by: (i) actions of the customer or others authorised by the customer to use the service under the Agreement; (ii) customer application, software, or customer’s operating system failure, (iii) the result of network maintenance activity, (iv) denial of service attack, hacker activity, or other malicious event or code targeted against Eventula or a Eventula customer, or (v) failure of any network or Internet Infrastructure not owned or managed by Eventula (vi) If customer has more than one website hosted on Eventula networks or servers, then a claim may be accepted for one hosted website.

Definitions

  1. “Eventula”, “we”, “us”, “our” means Eventula.
  2. “Service” means any hosting or connectivity service offered by EVentula, including but not limited to Hosting Services or Dedicated Hosts, Support and Maintenance Agreements.
  3. “Customer”, “you”, “your” means you, the person or persons in whose name(s) a service is maintained by.
  4. “Technical contact” means a person or persons nominated by the Customer with whom Eventula can discuss all matters of a technical nature relating to the Service.
  5. “Working hours” means 9.00am to 5.30pm, Monday to Friday, excluding English bank holidays.