1. Introduction

This Service Level Agreement (“SLA”) is a contract between HostGrap (“Provider”) and its customers (“Customer”) for the provisioning of services.

2. Services

Provider agrees to provide the following services to Customer:

• Web Hosting
• SSL Certificate Installation and Management
• Email Hosting
• Backup Services
• Website Migration Assistance
• Other Services as Agreed Upon

3. Uptime Guarantee

Provider guarantees 99.9% uptime for its servers. If server uptime falls below 99.9% in any given month, Customer may be eligible for a credit as described in the SLA.

3.1 UPTIME CALCULATION

Uptime will be calculated based on the total number of minutes in a month, excluding scheduled maintenance periods.

3.2 CREDIT CALCULATION

If uptime falls below 99.9%, Customer may request a credit equal to 5% of the monthly fee for each percentage point below the guaranteed uptime, up to a maximum of 100% of the monthly fee.

3.3 EXCLUSIONS

Downtime resulting from scheduled maintenance, acts of God, or actions of third parties beyond Provider’s control will not be counted towards downtime for the purposes of this SLA.

4. Response Time

Provider agrees to respond to support tickets and inquiries from Customer within 24 hours of receipt.

4.1 ESCALATION PROCESS

In the event that a support issue is not resolved within the initial response time, the issue will be escalated to a higher level of support until resolution is achieved.

5. Maintenance Schedule

Provider will schedule maintenance activities that may affect service availability during off-peak hours whenever possible. Provider will provide advance notice of scheduled maintenance to Customer.

5.1 EMERGENCY MAINTENANCE

In the event of emergency maintenance that cannot be scheduled in advance, Provider will notify Customer as soon as possible and provide an estimated time of completion.

6. Security

Provider will take reasonable measures to ensure the security and integrity of Customer data. This includes regular backups and security updates.

6.1 DATA PROTECTION

Provider will comply with all applicable data protection laws and regulations regarding the collection, use, and storage of Customer data.

6.2 SECURITY MEASURES

Provider will implement and maintain industry-standard security measures to protect Customer data, including encryption and access controls.

7. Termination

Either party may terminate this agreement with written notice to the other party. Upon termination, Customer will be responsible for payment of any outstanding fees.

8. Governing Law

This agreement shall be governed by and construed in accordance with the laws of Sri Lanka.

9. Contact Information

For any questions or concerns regarding this SLA, please contact us.