Service Level Agreement (SLA)

Uptime Commitment

SiteVivid partners with a third-party hosting provider to deliver managed WordPress hosting services. Our goal is to maintain an uptime of 99.9% or higher for all hosted websites. However, we recognize that disruptions may occur, and this Service Level Agreement (SLA) outlines how we handle uptime guarantees and potential compensation.

Scope of SLA Coverage

This SLA applies only to hosting-related downtime directly caused by failures in the network, servers, or software infrastructure maintained by our third-party hosting provider.

This SLA does not apply to:

1. Downtime caused by third-party software, plugins, or integrations installed by the Client.
2. Client user errors or modifications that impact website performance.
3. Scheduled maintenance with at least 24 hours prior notice.
4. Traffic spikes, bot activity, or denial-of-service attacks exceeding standard capacity.
5. Natural disasters or events beyond our reasonable control (force majeure).

SLA Credit for Downtime

If SiteVivid fails to meet the 99.9% uptime guarantee during a calendar month due to infrastructure failures, the Client may request an SLA Credit.

1. The Client must submit an SLA Credit request within 30 days of the affected month.
2. SLA Credits will be valued at 2% of the Client’s monthly hosting fee per full hour of downtime beyond the SLA, up to a maximum of 100% of the Client’s monthly hosting fee.
3. Downtime will be measured solely by SiteVivid’s internal monitoring tools.

How to Request an SLA Credit

To request an SLA Credit, the Client must:

1. Submit a written request to SiteVivid’s support team at [support email] within 30 days of the affected downtime.
2. Provide supporting details, including the date, time, and nature of the service interruption.

SLA Credits are the sole and exclusive remedy for failure to meet the uptime commitment and cannot be exchanged for cash refunds.

Limitation of Liability

SiteVivid’s total liability for downtime or service disruptions is limited to the amount of SLA Credit owed under this Agreement. This SLA does not cover indirect, incidental, or consequential damages, including lost profits or business opportunities.

Modifications to This SLA

SiteVivid reserves the right to modify this SLA at any time. Clients will be notified of changes via email or a notice of the last update date on the footer of our website. Continued use of SiteVivid’s hosting services after an SLA update constitutes acceptance of the revised terms.