Service Level Agreement
Service Level Agreement
This agreement describes the standard level of service that all website hosting customers can expect from Panda Digital. It attempts to quantify the levels of service that all hosting customers can expect, and the remedies we offer if we fail to provide service at those levels.
Panda Digital provide a reactive hosting service for all websites and offer a 99% uptime. We do not constantly check the websites we host to ensure they are functioning correctly as routine use, maintenance and software updates can affect website functions. It is therefore the responsibility of the client to ensure their website is opporating as it should. ‘Always on’ and ‘managed hosting services’ support can be provided and can be quoted on a case-by-case basis.
99.9% Network and Servers Uptime
Panda Digital guarantees that the customer’s website, which is hosted on a third-party network and Servers, will be available 99.9% of the time, excluding maintenance, as defined below. Network downtime is defined as the customer’s hosted website being unable to be viewed or accessed through the Internet, caused by failure of network equipment managed and owned by our chosen third-party service provider, excluding scheduled or emergency maintenance.
Maintenance means scheduled maintenance or emergency maintenance. Scheduled Maintenance means any maintenance in the third-party’s network/servers of which the customer is notified at least 5 days in advance. Emergency maintenance means any maintenance in the third-party ‘s network/servers that: (a) in the third-party’s sole discretion, is necessary to avoid an immediate threat to the networks/servers or customer’s server and (b) of which customer is notified.
Support, unless noted otherwise in a supplementary service level agreement, technical support is provided by Panda Digital on a first-come, first-served “best effort” basis. We aim to at least acknowledge, if not fully answer, all emails to our advertised support address (firstname.lastname@example.org) within 1 working day. We aim to answer the phones during working hours, but under times of high demand or staff sickness, may defer to an answering service where we promise to return all messages as soon as possible.
For those websites hosted by Panda Digital which have been built (or part-built) upon the WordPress platform, please be aware that WordPress irregularly makes updates which means that Panda Digital may need to make updates to your site so that your website continues to work upon our servers. It is not known how many times per annum that WordPress makes updates, however, we estimate between 4 – 8 updates per year. The more functionality a WordPress site has the more time needed to make updates to that website.
Panda Digital works reactively for such updates – we respond should we be informed of a critical change (by WordPress) or should the client point out an error in functionality. Please note, Panda Digital cannot be held responsible for any functionality failure caused directly by an update to WordPress or a plug-in of which we were not made aware.
Please note, WordPress updates are not considered to be maintenance of a website.
On occasion, when budget, time or requested functionality limits the opportunity for a bespoke build, an off-the-shelf solution in the form of a third party plug-in may be implemented.
Premium plug-ins may in some cases, require a subscription based or one-off licensing fee. Whilst Panda Digital will make every effort to minimise ongoing maintenance costs, premium plug-ins will need to be updated outside of our update agreement, with any additional costs agreed by and passed onto the client.
Website hosting runs month-to-month. An invoice will be sent automatically at the time of renewal. Should a client not wish for Panda Digital to renew the hosting service, we request a notice period of one month in advance of cessation along with details to where you would like the web files sent. If we do not hear such a request, it will be assumed that you do wish the web hosting to be renewed and are in agreement with the terms for the following period.
Should Panda Digital be informed after this months notice period, Panda Digital cannot be held liable for any delays caused in the transfer of hosting of your website to another server.
The Service level agreement runs in conjunction with Panda Digital’s standard terms and conditions.
The customer shall not be entitled to any credit hereunder if the network downtime is caused by: (i) actions of the customer or others authorised by the customer to use the service under the Agreement; (ii) customer application, software, or customer’s operating system failure, (iii) the result of network maintenance activity, (iv) denial of service attack, hacker activity, or other malicious event or code targeted against Panda Digital or a Panda Digital customer, or (v) failure of any network or Internet Infrastructure not owned or managed by Panda Digital (vi) If the customer has more than one website hosted on Panda Digital networks or servers, then a claim may be accepted for one hosted website.
- “Panda Digital”, “PD”, “we”, “us”, “our” means Panda Digital.
- “Service” means any hosting or connectivity service offered by PD, including but not limited to Hosting Services or Dedicated Hosts, Support and Maintenance Agreements.
- “Customer”, “you”, “your” means you, the person or persons in whose name(s) a service is maintained by.
- “Technical contact” means a person or persons nominated by the Customer with whom PD can discuss all matters of a technical nature relating to the Service.
- “Working hours” means 9.00am to 4.00pm, Monday to Friday, excluding South African Public holidays.