Web Hosting Service Level Agreement
Web Hosting Service Level Agreement:
Legal Communication Group (LCG) uses a third-party, WP Engine (WPE), to host websites on behalf of our clients. We commit to providing an initial response to any reported website failure within 24 hours. Once the problem is identified, we commit to working with any third party to remedy the issue. The guarantees provided by the third-party vendor will be passed through to our clients. Below are the details that will govern this Web Hosting Service Level Agreement.
- SERVICE AVAILABILITY
WP Engine will make the Services available 99.95% of the time, excluding any Excused Downtime. In a given calendar month, we calculate “Service Availability” as follows:
Service Availability = (total minutes Services are available) x 100
(total minutes in the month) – (Excused Downtime)
- EXCUSED DOWNTIME
“Excused Downtime” means the length of time the Services are unavailable due to:
- Scheduled Maintenance;
- Emergency Maintenance;
- Beta Services;
- Force Majeure events; and
- the actions or omissions of you, your Authorized Users, or any third-party acting on your behalf or at your direction, including any unauthorized use of the Services, breach of the Agreement or Acceptable Use Policy, or any use or configuration of the Services that exceeds WP Engine’s recommendations or advertised limits.
“Scheduled Maintenance” includes any maintenance performed during the following windows or for which we provide reasonable notice or coordination with you in advance of the maintenance.
Data Center location: Maintenance window: Americas 10p – 4a Central Time Europe 4p – 10p Central Time Asia-Pacific 8a – 2p Central Time
“Emergency Maintenance” means any maintenance performed outside the Scheduled Maintenance windows without advance notice where such maintenance is reasonably and urgently required to protect the integrity, availability, or security of any online systems.
- SLA CREDITS
You are entitled to a credit of 5% of the applicable monthly Fees for each full hour of downtime in excess of the Service Availability targets. (For example, you will receive a 5% credit for between 1 and 60 minutes of downtime in excess of the Service Availability targets, a 10% credit for between 61 and 120 minutes, etc.) In order to receive a credit, you must contact Support within 30 days of the event giving rise to the credit. Credits are based on our monitoring, shall not exceed 100% of the applicable monthly Fees, may not be carried over or aggregated, are forfeited at the expiration or termination of the Agreement, and will not be paid or provided as a refund.
- ENHANCED SLA
A service or feature which is described as being subject to our “Enhanced SLA” benefits as follows: the Service Availability target is 99.99%, and you will receive a credit of 3% of the applicable monthly Fees for each half hour of downtime in excess of those targets. Except for these changes, all other terms of the SLA apply as normal.
LCG and WPE utilize some third-party services to provide responses to customers. These include, but are not limited to, our SendGrid and WPE Live Chat systems. If a third-party system’s failure prevents LCG or WPE from honoring the Response Time SLA requirements the SLA event will be ineligible for compensation.
LCG reserves the right to transfer hosting services to another hosting service without prior notice or approval from clients. In the event of a transfer of hosting services. WPE will be replaced with the new third-party hosting service provider and this SLA will remain in effect. LCG reserves the right to amend this SLA without notice. The SLA posted on the LCG website will be the SLA that governs the hosting relationship and associated guarantees and remedies.