Aspire Hosting Limited Service Level Agreement (SLA)
Updated Date: 12th July 2024
1. Service Availability
Aspire Hosting Limited aims to maintain a high level of service availability, ensuring robust uptime rates excluding scheduled maintenance, emergency situations, force majeure events, and factors outside our reasonable control.
2. Support Response Time
Our customer support team is available 8 hours a day, Monday through Saturday. On Sundays, support is reserved for emergency situations only. We aim to respond to support inquiries within 24 hours during our operational hours. If we are unable to provide a solution within 24 hours, you will be alerted and may be requested to wait longer, depending on the complexity of the issue. Response times are measured during normal business hours.
3. Scheduled Maintenance
To maintain and improve our services, Aspire Hosting Limited may schedule planned maintenance. We will make reasonable efforts to notify customers in advance via email or through our website. Scheduled maintenance does not count towards downtime as defined in Section 1.
4. Security
Aspire Hosting Limited employs industry-standard security measures to protect customer data. However, customers are responsible for implementing additional security measures as needed for their websites and applications.
5. Exclusions
This SLA does not apply to issues caused by:
- Factors outside of Aspire Hosting Limited's reasonable control.
- Customer's misuse of resources or violation of our Terms of Service.
- Third-party services or software not under Aspire Hosting Limited's direct control.
6. Reporting Issues
Customers must report service issues promptly through our designated support channels to receive assistance.
7. Review and Revision
Aspire Hosting Limited reviews this SLA periodically and reserves the right to update or modify it. Any changes will be communicated to users, and the updated SLA will be effective immediately upon posting.
