Service Level Agreement

1. Agreement Overview

This Service Level Agreement (SLA) outlines the terms and conditions under which Dashhosted will provide hosting services and related support to the Customer. This agreement represents a commitment to service quality and uptime reliability as part of our hosting services.

2. Service Availability Guarantee

Dashhosted guarantees a minimum of 99.9% network uptime for all services, calculated on a monthly basis. Service availability is defined as the ability of the Customer to access their hosted services via HTTP, HTTPS, and other standard protocols.

Service Availability Commitments

3. Service Credits

If Dashhosted fails to meet the guaranteed service availability in any month, the Customer will be eligible for service credits according to the following schedule:

To receive service credits, the Customer must submit a credit request within 15 business days following the month in which the downtime occurred. Credits will be applied to the Customer's account within two billing cycles.

4. Support Response Time

Dashhosted guarantees the following response times for customer support inquiries:

5. Maintenance Windows

To maintain optimal performance and security, Dashhosted schedules regular maintenance windows. Whenever possible, maintenance will be performed during off-peak hours to minimize impact on service availability.

• Scheduled Maintenance: Customers will be notified at least 48 hours in advance of any scheduled maintenance.
• Emergency Maintenance: In rare circumstances, emergency maintenance may be necessary with minimal or no advance notice.
• Downtime due to scheduled maintenance will not be counted against the service availability guarantee.

6. Backup and Data Recovery

Dashhosted provides the following backup services as part of our hosting packages:

• Daily automated backups of all customer data.
• Retention of 7 daily backups, 4 weekly backups, and 3 monthly backups.
• Backup restoration available upon request, with a guaranteed response time of 4 hours during business hours.
• Self-service backup restoration capabilities through the control panel for all hosting plans.

7. Security Commitments

Dashhosted is committed to maintaining a secure hosting environment for all customers:

• Regular security audits and vulnerability assessments.
• DDoS protection and mitigation for all hosting packages.
• Firewall protection and intrusion detection/prevention systems.
• Regular security patches and updates for all server software.
• 24/7 security monitoring of all infrastructure.

8. SLA Exclusions

The following are excluded from Dashhosted's service availability calculations:

• Scheduled maintenance windows with proper advance notice.
• Emergency maintenance for critical security vulnerabilities.
• Force majeure events, including natural disasters, acts of war, riots, or government actions.
• Failures resulting from unauthorized modifications to services by Customer.
• Suspension of services due to violation of Dashhosted's Terms of Service or Acceptable Use Policy.
• Issues caused by Customer's applications, content, or code.
• Network issues outside of Dashhosted's direct control or network infrastructure.