1. Introduction
This Service Level Agreement ("SLA") describes the general service and support standards applicable to eligible WebfyMediaHosting services.
The SLA is intended to define service availability, maintenance, support handling, and responsibilities for applicable hosting and technology services.
Specific service commitments may vary depending on the customer's service plan or separate agreement.
2. Covered Services
Depending on the selected plan or agreement, this SLA may apply to services such as:
- VPS Hosting
- Cloud Infrastructure
- cPanel Hosting
- Reseller Hosting
- Windows Hosting
- Java Hosting
- Managed Hosting Services
- Other eligible infrastructure services
Software development, website development, mobile application development, and custom projects may have separate project-specific support and delivery terms.
3. Service Availability
WebfyMediaHosting aims to maintain reliable availability of eligible hosting and infrastructure services.
Availability may be affected by scheduled maintenance, emergency maintenance, network issues, infrastructure failures, security incidents, third-party services, or circumstances outside our reasonable control.
Any specific uptime commitment applicable to a customer's service will be determined by the relevant service plan or written agreement.
4. Scheduled Maintenance
We may perform scheduled maintenance to improve infrastructure, security, reliability, or performance.
Where reasonably possible, customers may be notified in advance of planned maintenance that is expected to materially affect their services.
5. Emergency Maintenance
Emergency maintenance may be performed without advance notice when necessary to protect infrastructure, address security vulnerabilities, resolve critical failures, or prevent significant service disruption.
We will make reasonable efforts to restore affected services as quickly as practical.
6. Technical Support
Technical support is available through the support channels provided by WebfyMediaHosting.
Support may include:
- Hosting and server-related assistance
- Basic service troubleshooting
- Infrastructure-related issues
- Account and service assistance
- Configuration-related assistance where included in the selected plan
Support scope and availability may vary by service plan.
7. Incident Priority
Issues may be classified according to their severity and impact:
Critical
A major service outage or infrastructure issue that prevents an eligible service from operating normally.
High
A significant issue affecting an important service or major functionality.
Normal
A standard technical issue that does not cause a major service interruption.
Low
General questions, configuration requests, information requests, or non-critical issues.
Response and resolution times may vary depending on the issue, service plan, complexity, and availability of required information.
8. Software and Development Support
For software, website, and application projects, support is generally based on the agreed project scope, maintenance plan, warranty period, or separate service agreement.
Bug fixes related to agreed functionality may be handled according to the applicable project terms.
New features, redesigns, new integrations, or changes to agreed functionality may be treated as additional development work.
9. Customer Responsibilities
Customers are responsible for:
- Providing accurate technical information
- Maintaining secure account credentials
- Responding to support requests when information is required
- Maintaining application-level security where applicable
- Keeping appropriate backups
- Ensuring their software and content comply with applicable laws
- Following our Terms of Service and Acceptable Use Policy
Delays caused by missing information, customer-side configuration, third-party services, or customer actions may affect resolution times.
10. SLA Exclusions
Service commitments may not apply to interruptions or failures caused by:
- Scheduled maintenance
- Emergency maintenance
- Customer configuration or actions
- Customer-installed software
- Application or coding errors
- Third-party services or APIs
- Internet service providers or external networks
- Security attacks
- Abuse or prohibited activities
- Force majeure events
- Events outside our reasonable control
11. Service Credits
Service credits or other SLA remedies will only apply where they are expressly included in the applicable service plan or written agreement.
Unless specifically stated otherwise, this SLA does not automatically provide monetary refunds or service credits for every service interruption.
12. Data and Backups
Customers are responsible for maintaining appropriate backups of important data.
Where backup services are included, their coverage, frequency, retention, and restoration capabilities may depend on the selected service plan.
Customers should maintain independent backups of critical information.
13. SLA Limitations
This SLA describes general service standards and does not guarantee that every issue will be resolved within a fixed period.
Actual resolution time depends on the nature and complexity of the incident, infrastructure conditions, third-party dependencies, and information available from the customer.
14. Changes to This SLA
WebfyMediaHosting may update this SLA from time to time to reflect changes in infrastructure, services, support processes, or business requirements.
The latest version published on this page will apply to applicable services, subject to any separate written agreement.
15. Contact and Support
For technical issues or service-related concerns, customers should contact WebfyMediaHosting through the support channels provided on our website.
When contacting support, customers should provide relevant information such as the affected service, account details, error messages, timestamps, and other technical information that may help us investigate the issue.