Service Level Agreement (SLA)

Service Level Agreement (SLA)

1. Introduction

This Service Level Agreement (SLA) outlines the service standards, uptime commitments, support response times, and responsibilities between Webmagic and its clients. By using our hosting, domain, or website services, clients agree to the terms described in this SLA.

2. Uptime Guarantee

Webmagic is committed to providing a reliable hosting environment with a guaranteed 99.9% monthly uptime.

2.1 Uptime Coverage

The uptime guarantee covers:

  1. Web hosting servers
  2. Network connectivity
  3. Power availability

2.2 Exclusions

The uptime guarantee does not apply to:

  1. Scheduled maintenance
  2. Emergency maintenance
  3. Client?side issues (coding errors, misconfigurations, etc.)
  4. Third?party service failures
  5. Force majeure events (natural disasters, power grid failures, etc.)
  6. Suspension due to non?payment or policy violations

3. Scheduled Maintenance

Webmagic may perform scheduled maintenance to improve performance and security.

3.1 Notification

  1. Clients will be notified at least 24 hours before scheduled maintenance.
  2. Maintenance is usually performed during off?peak hours.

3.2 Emergency Maintenance

In rare cases, emergency maintenance may be required without prior notice to prevent service disruption or security risks.

4. Support Response Times

Webmagic provides customer support through email, support tickets, and the client portal.

4.1 Standard Response Times

  1. General inquiries: within 24 hours
  2. Technical support: within 12 hours
  3. Critical issues (server down): within 1–3 hours

4.2 Support Availability

Support is available:

  1. Monday to Saturday
  2. 08:00 AM – 10:00 PM (EAT)

Critical issues may be handled outside normal hours depending on severity.

5. Data Backup & Recovery

Webmagic provides weekly automated backups, retained for 7 days.

5.1 Backup Limitations

  1. Only one backup cycle of 7-day is stored
  2. Backups are not guaranteed to be complete
  3. Backups may not include oversized files or emails
  4. Backup restoration is subject to availability

5.2 Client Responsibility

Clients are strongly encouraged to:

  1. Create manual backups
  2. Store backups on personal devices or secure cloud storage
  3. Perform backups before major website changes

6. Service Credits

If Webmagic fails to meet the 99.9% uptime guarantee, clients may request service credits.

6.1 Eligibility

Service credits apply only if:

  1. The client submits a request within 7 days of the incident
  2. The downtime is verified as Webmagic’s responsibility
  3. The account is in good standing (no overdue invoices)

6.2 Credit Amount

  1. 99.0% – 99.8% uptime: 5% credit
  2. 98.0% – 98.9% uptime: 10% credit
  3. Below 98.0% uptime: 20% credit

Credits apply to hosting services only and cannot be exchanged for cash.

7. Client Responsibilities

Clients agree to:

  1. Maintain accurate contact information
  2. Ensure timely payments
  3. Use strong passwords and secure their accounts
  4. Follow the Acceptable Use Policy (AUP)
  5. Avoid activities that may compromise server performance

8. Webmagic Responsibilities

Webmagic is responsible for:

  1. Maintaining server hardware and software
  2. Ensuring network stability
  3. Providing timely support
  4. Protecting client data with reasonable security measures
  5. Communicating maintenance schedules

9. Limitations of Liability

Webmagic is not liable for:

  1. Loss of revenue, data, or business opportunities
  2. Downtime caused by third?party providers
  3. Client?side errors or misconfigurations
  4. Delays caused by payment processors
  5. Issues arising from unsupported software or scripts

10. SLA Exclusions

This SLA does not apply to:

  1. Domain registration or renewal delays
  2. Website design or development timelines
  3. Third?party integrations
  4. Services suspended due to non?payment or violations

11. Changes to the SLA

Webmagic may update this SLA from time to time. Any changes will be posted on our website. Continued use of our services indicates acceptance of the updated terms.

12. Acceptance of SLA

By using Webmagic services, clients acknowledge and agree to this Service Level Agreement.