Service Level Agreement (SLA) for Hosting Services
This Service Level Agreement ("SLA") is entered into between Openly Nerd ("Provider") and the customer ("Customer") for the provision of hosting services, including game server hosting, website hosting, cloud hosting, and dedicated servers.
1. Service Overview:
Openly Nerd will provide the following hosting services to the Customer:
2. Uptime Guarantee:
Openly Nerd guarantees a 99.9% uptime for the hosted services, excluding scheduled maintenance windows. Uptime is calculated based on the server's availability to external networks. Openly Nerd cannot make any guarantees related to a customers own configuration of software and/or services.
3. Downtime Compensation:
In the event that downtime exceeds 24 consecutive hours due to a service failure, the Customer may be eligible for compensation as outlined below:
4. Customer Responsibilities:
The Customer is responsible for their own data backups. Openly Nerd will not be held liable for any data loss or damages incurred. The Customer is strongly advised to regularly back up their data. Openly Nerd may provide resources or recommendations for data backup best practices upon request.
5. Support and Response Time:
Openly Nerd commits to providing 24/7 customer support for hosting-related issues. The maximum response time for non-emergency support tickets or inquiries is one business day. Customers can reach the support team via the provided contact information and support channels.
6. Maintenance and Scheduled Downtime:
Scheduled maintenance may be performed periodically to ensure optimal performance and security of the hosting infrastructure. Openly Nerd will provide advance notice to customers regarding scheduled maintenance windows and any expected downtime. Efforts will be made to schedule maintenance during low-traffic periods whenever possible.
7. Service Level Agreement Review:
This SLA will be periodically reviewed and updated as necessary to meet evolving customer needs and industry standards. Openly Nerd will communicate any modifications to the SLA to customers in advance.
By utilizing Openly Nerd's hosting services, the Customer acknowledges and agrees to the terms and conditions outlined in this SLA.
