This Hosting Service Level Agreement (“SLA”) is an addendum to the Website Hosting Agreement between Blake Mark Productions Ltd (“Agency”) and the Client. This SLA defines the levels of service and support the Agency commits to providing in relation to website hosting.
1. Uptime Guarantee
1.1 The Agency shall use commercially reasonable efforts to ensure hosting services are available 24/7/365 with a 100% network uptime guarantee (“Uptime Service Level”).
1.2 A server shall be considered “unavailable” if it is completely inaccessible, severely degraded, or its core functionality is not operational, preventing normal business operations.
1.3 The following exclusions shall apply, and these shall not be considered periods of unavailability:
1.2 A server shall be considered “unavailable” if it is completely inaccessible, severely degraded, or its core functionality is not operational, preventing normal business operations.
1.3 The following exclusions shall apply, and these shall not be considered periods of unavailability:
- Scheduled maintenance with at least 24 hours’ notice, which shall be communicated to Clients via email notification and/or a service status update on the client portal.
- Client-caused disruptions (e.g., misconfigurations, excessive resource use, malware infections).
- Events outside of the Agency’s control, including but not limited to third-party network failures, cyberattacks, or force majeure events.
2. Support & Response Times
2.1 The Agency shall prioritise support requests based on severity and provide responses according to the following service levels:
2.2 Support requests must be submitted via [email protected] or the Agency’s client portal. Emergency issues may also be reported via phone if applicable.
| Severity Level | Definition | Initial Response Time | Updates & Resolution |
| Critical | Business-critical failures: The client’s service is inaccessible, servers are offline, or major functionality is unavailable. | 30 minutes from the first support request. | Updates every 60 minutes until service is restored. |
| High | A critical error with a workaround available or a major function impaired but business operations continue. | 60 minutes from the first support request. | Updates every 2 hours until full resolution. |
| Normal | Minor errors: Issues affecting non-essential functions, cosmetic bugs, or general support requests. | 2 hours from the first support request. | Permanent resolution within 2 business days. |
2.2 Support requests must be submitted via [email protected] or the Agency’s client portal. Emergency issues may also be reported via phone if applicable.
3. Service Credits for Downtime
3.1 If the Agency fails to meet the Uptime Service Level, the Client may be eligible for service credits as compensation.
3.2 Service Credit Calculation:
3.3 Service Credits will be automatically applied as a discount on the next invoice, not as a cash refund. 3.4 The Client must submit a written request for service credits within 7 days of the downtime event.
3.2 Service Credit Calculation:
- 5% of the total monthly Hosting Fee for every 30 minutes of unplanned downtime.
- The maximum credit allowable per month is capped at 100% of the monthly Hosting Fee.
3.3 Service Credits will be automatically applied as a discount on the next invoice, not as a cash refund. 3.4 The Client must submit a written request for service credits within 7 days of the downtime event.
4. Service Limitations & Exclusions
4.1 Service credits will not be issued under the following circumstances:
4.2 The Client acknowledges that service credits are a genuine attempt to pre-estimate loss and do not operate as a penalty.
- If the Client’s account is past due, suspended, or pending suspension.
- If the Client is found to be in breach of the Acceptable Use Policy (AUP).
- If downtime is caused by events beyond the Agency’s control.
4.2 The Client acknowledges that service credits are a genuine attempt to pre-estimate loss and do not operate as a penalty.
5. Amendments & Updates
5.1 This SLA may be updated periodically to reflect changes in hosting services, industry best practices, or third-party hosting provider policies.
5.2 Clients will be notified of material changes to this SLA with 30 days’ notice.
For any questions or concerns regarding this SLA, please contact us at [email protected].
5.2 Clients will be notified of material changes to this SLA with 30 days’ notice.
For any questions or concerns regarding this SLA, please contact us at [email protected].