Service Level Agreement

Order of Precedence

This SLA supplements and forms an integral part of the Agreement. In the event of any conflict or inconsistency between the terms of this SLA and the terms of the Agreement, Terms of Service, Acceptable Use Policy (AUP), or Service Level Agreement (SLA), the terms of the terms of service shall govern and control  with regard to the processing and protection of Customer Personal Data.

1. Base Services Included for All Clients

Every active client account automatically includes foundational infrastructure support:

• Uptime Monitoring: "Uptime monitoring" refers to our continuous technical observation and tracking of server accessibility and node availability. Our inclusion of uptime monitoring as part of your service tier provides automated status checks and alerts regarding system responsiveness. Uptime monitoring excludes scheduled downtime for updates and patches or downtime caused by forced majeure.
• Performance Monitoring: Basic tracking of VPS hardware and node status.
• OS Maintenance: Standard operating system updates and security patches.
• Service Restarts: Automated and on-demand restarts for unresponsive services.
• Access Support: Resolution of server access issues, including login, SSH, and control panel issues.
• Account Support: Dedicated assistance for billing and account inquiries.
• Hardware Status: VPS-level hardware health and status checks.

2. 
Service Tiers: Managed vs. Unmanaged

Managed Services Scope

• Inclusions: Includes everything in the standard base tier plus:
  • Managed Website Support: Hands-on troubleshooting and management of WordPress core, plugin, and theme updates; SSL certificate installation and verification; Management of standard DNS records (A, CNAME, MX, and TXT) exclusively for DNS zones and domains hosted on our internal infrastructure and control panels. We do not access, manage, or modify DNS records controlled by third-party companies or external registrars; firewall rule management; and assistance with executing backup restores.
  • Managed Development Server Support: Assistance with the installation and routine updating of pre-owned or pre-configured applications; runtime environment maintenance; performance tuning; and configuration of development workflows within the server node.
  • General Managed Scope Limitations: Managed technical support covers administrative tasks and troubleshooting within the scope of the provisioned hosting environment. It does not include custom code writing, application debugging ("fixing broken code"), or third-party script development.

Unmanaged Services Scope

• Inclusions: Limited to base infrastructure status, OS patches, server restarts, access management, and billing assistance.
• Support Charges: Any custom technical support for unmanaged plans is billed separately.

3. Service Catalog & Offerings

A. Website Builds & Hosting

• Website Development (Build): Includes 3–5 mobile-responsive pages, contact form integration, basic SEO, and 1 year of website management.
• Website Managed Hosting: Includes uptime monitoring, SSL certificate, weekly and monthly backups with restore support, DNS configuration, WordPress/security updates, firewall setup, and technical support.
• Website Unmanaged Hosting: Covers core VPS uptime monitoring, OS patches, service restarts, and access/billing support.

B. Online Storage & Disaster Recovery

• Starter Backup: Up to 100 GB.
• Business Backup: Up to 250 GB.
• Professional Backup: Up to 1 TB.
• Managed Disaster Recovery: Includes priority restore handling, cloud/object storage encryption, setup, and continuous status monitoring.
• Backup Service Disclaimer: All backup storage and disaster recovery services are provided on a best-efforts basis as an administrative convenience. We make no representation, warranty, or guarantee that backups will be continuous, complete, uncorrupted, or restorable. Clients remain solely responsible for maintaining independent, verified local and offsite copies of all critical data.

C. Development Hosting

• Managed Dev Servers (Small, Medium, High-Performance): Includes app installation/updates, weekly and monthly backups, performance optimization, and technical support.
• Unmanaged Dev Servers (Small, Medium, High-Performance): Covers core VPS uptime monitoring and OS maintenance.

D. Gaming Server Hosting

• Managed Gaming Servers (Basic, Modded/Community, Large Dedicated): Assistance with the installation, configuration, and updating of game server plugins, mods, and community-specific configuration files; performance optimization for game processes; and game save or world file backup and restore assistance.
• Unmanaged Gaming Servers (Basic, Modded/Community, Large Dedicated): Infrastructure and access support only.

4. Additional Services

• Unmanaged Support Tickets: Billed separately on a per-ticket fee plus labor rate basis.
• Unmanaged Support Tickets: Billed separately on a per-ticket fee plus labor rate basis.

5. Out-of-Scope Exclusions (NOT Included)

The SLA explicitly excludes the following services unless a separate statement of work and fee schedule are agreed upon:

• Custom code repairs or general requests to "Fix my website".
• Debugging custom code or application errors ("Why is my code broken?").
• Troubleshooting third-party game server configs or scripts ("Fix my game server config").
• Ad-hoc site speed or performance optimizations outside of Managed Website plans ("Can you optimize my site?").

6. Contact Us

If you have questions regarding these Terms, please contact us