Service Level Agreement (SLA)
Last updated: December 25, 2024
1. Service Commitment
SitePuff is committed to providing reliable, high-quality website hosting and management services. This Service Level Agreement (SLA) outlines our commitments to uptime, support response times, and service quality.
2. Uptime Guarantee
We guarantee 99.9% uptime for all hosted websites on a monthly basis.
What This Means:
- Your website will be accessible 99.9% of the time each month
- Maximum allowable downtime: approximately 43 minutes per month
- Excludes planned maintenance (announced 48 hours in advance)
- Excludes downtime caused by third-party services or customer actions
Uptime Calculation: Uptime percentage is calculated monthly based on the total minutes in the month minus any downtime minutes, divided by total minutes in the month.
3. Support Response Times
We provide support through multiple channels with the following guaranteed response times:
| Priority Level | Description | Response Time |
|---|---|---|
| Critical | Website completely down or major functionality broken | 1 hour |
| High | Significant feature not working, affecting multiple users | 4 hours |
| Medium | Minor feature issue or content update request | 24 hours |
| Low | General questions, feature requests, cosmetic issues | 48 hours |
Note: Response times are measured during business hours (Monday-Friday, 9 AM - 6 PM EST, excluding US federal holidays). Critical issues are monitored 24/7.
4. Website Build Timeline
For new website builds, we commit to the following timeline:
- Standard Build: 5-7 business days from completed onboarding
- Complex Build: 10-14 business days (for websites requiring custom features)
- Updates & Changes: 24-48 hours for standard content updates
Timeline begins after you complete the onboarding process and provide all required information and assets.
5. Maintenance Windows
Planned maintenance is scheduled as follows:
- Scheduled during low-traffic hours (typically 2 AM - 4 AM EST)
- Announced at least 48 hours in advance via email and dashboard notification
- Limited to 4 hours per month maximum
- Emergency maintenance may be performed without advance notice if required for security or critical issues
6. Performance Standards
We maintain the following performance standards for all hosted websites:
- Page Load Time: Under 3 seconds for average page size (measured from US locations)
- Server Response Time: Under 500ms average
- Mobile Performance: Google PageSpeed score of 80+ on mobile
- SSL/HTTPS: All websites served over secure HTTPS connections
7. Data Backup & Recovery
We implement the following backup and recovery procedures:
- Automated Backups: Daily backups of all website data and databases
- Backup Retention: 30 days of backup history
- Recovery Time Objective (RTO): 4 hours for full website restoration
- Recovery Point Objective (RPO): 24 hours (maximum data loss in case of failure)
8. Security Commitments
We maintain the following security standards:
- SSL certificates for all websites (automatically renewed)
- Regular security updates and patches
- DDoS protection and traffic filtering
- Secure payment processing (PCI DSS compliant)
- Data encryption at rest and in transit
9. Service Credits
If we fail to meet our uptime guarantee, you may be eligible for service credits:
| Monthly Uptime | Service Credit |
|---|---|
| 99.0% - 99.9% | 10% of monthly fee |
| 95.0% - 98.9% | 25% of monthly fee |
| Below 95.0% | 50% of monthly fee |
How to Claim: Service credits must be requested within 30 days of the incident by contacting [email protected]. Credits are applied to your next billing cycle.
10. Exclusions
This SLA does not apply to service interruptions caused by:
- Scheduled maintenance (with proper notice)
- Customer actions or misconfigurations
- Third-party service failures (domain registrars, email providers, etc.)
- Force majeure events (natural disasters, acts of war, etc.)
- DDoS attacks or other malicious activities targeting your website
- Issues with customer's internet service provider or network
- Browser or device compatibility issues
11. Monitoring & Reporting
We provide:
- 24/7 automated monitoring of website uptime and performance
- Real-time status page at status.sitepuff.com
- Monthly performance reports available in your dashboard
- Incident notifications via email and SMS (for critical issues)
12. Contact & Escalation
For SLA-related questions or to escalate an issue:
- General Support: [email protected]
- Critical Issues: [email protected]
- SLA Claims: [email protected]
- Phone: 877-522-2454
13. SLA Modifications
We may update this SLA from time to time. Material changes will be communicated via email at least 30 days before taking effect. Continued use of SitePuff services after changes constitutes acceptance of the updated SLA.