Service level agreement
This SLA amends the Agreement between DomGrid and Customer and addresses the uptime guarantees in relation to the Services we provide to you and your remedies for our failure to meet such guarantees. The remedies contained in this SLA are your sole and exclusive remedies for any issues addressed herein. We may update this SLA from time to time in our sole discretion; the current version may be found at https://domgrid.com/legal/sla/.
- SERVICE AVAILABILITY DomGrid will make the Services available 99.85% 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:
d)Force Majeure events; and
e)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.
“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.