Service Level Agreement

Service Level Agreement (SLA) for EnhanceHosting.com

Last Updated: 11/05/2024

1. Introduction

This Service Level Agreement (SLA) is a policy governing the use of EnhanceHosting.com’s Web Hosting Services under the terms of the EnhanceHosting.com Terms of Service (ToS) between EnhanceHosting, ("EnhanceHosting.com", "us", "we") and users of EnhanceHosting.com’s Services ("you"). This SLA applies separately to each account registered with us.

2. Service Commitment

EnhanceHosting.com commits to providing a reliable, high-quality hosting service to our customers. We aim to ensure:

Network Uptime: 99.9% uptime per month.
Server Uptime: 99.9% uptime per month.
Support Response: Initial response within 1 hour for critical issues.

3. Service Credits

If we fail to meet the uptime guarantee, we will issue a credit to your account:

Network Downtime: 5% of the monthly service fee for each 30 minutes of downtime, up to 100% of your monthly service fee.
Server Downtime: 5% of the monthly service fee for each 30 minutes of downtime, up to 100% of your monthly service fee.

Credits are not automatic; customers must request credit within 7 days of the reported downtime by contacting our support team.

4. Data Protection

Under GDPR, we take your data security seriously. We implement robust security measures to protect your data:

Data is stored in secure, GDPR-compliant facilities.
Regular audits are conducted to ensure compliance with the highest standards of data protection.
Access to personal data is limited to authorised personnel only.

5. Data Processing Agreement

Our Data Processing Agreement (DPA) forms part of this SLA, detailing our commitments under GDPR to ensure the protection and security of your data.

6. Exclusions

This SLA does not apply to any performance issues:

Caused by factors outside of our reasonable control.
That resulted from any actions or inactions of you or any third parties.
That resulted from your equipment and/or third-party equipment (not within the primary control of EnhanceHosting.com).

7. Modifications

We may modify the terms of this SLA from time to time to reflect changes to our hosting platform or GDPR requirements. Such modifications will become effective upon posting to our website.

8. Governing Law

This SLA and any disputes related to it will be governed by the laws of the United Kingdom and interpreted in accordance with the GDPR and other relevant EU regulations.

9. Contact Us

For any questions regarding this SLA or to make a claim:

Contact Form: https://enhancehosting.com/contact.php

Phone: +44 0800 689 1745

Address: 582-586, 582-586 Kingsbury Rd, Birmingham B24 9ND