Service Level Agreement (SLA)

This Service Level Agreement (SLA) outlines StreamlineXpert LTD’s commitment to maintaining high availability, reliability, and performance of our hosting services.

This SLA applies to all services purchased directly from StreamlineXpert LTD. Some services may have additional service level guarantees outlined in their specific product or service documentation.

1. Service Uptime Guarantee

We guarantee a 99.9% uptime per month, calculated on a monthly basis. Uptime includes all times the services are fully available, and does not include scheduled maintenance or exclusions as stated below.

Definition of Uptime:
“Uptime” means that all of StreamlineXpert LTD’s hosting services, including web servers, databases, network infrastructure, and APIs, are functional and accessible. Network uptime is measured against availability to external internet users.

Measurement:
Uptime is measured based on tracking from internal and external monitoring systems. We log all uptime and downtime results in minute-by-minute increments.

If uptime drops below 99.9% in a given month, users are eligible for service credits as detailed in section 4.

2. Response Times

We prioritise technical issues based on their urgency and business impact.

Critical Issues:
Defined as complete service unavailability or critical system failure affecting multiple users or hosting systems.
Response time: We aim to respond within 1 hour from the time of receiving the critical alert or ticket submission.

Non-Critical Issues:
Includes degraded performance, minor outages, or service issues that do not significantly interrupt core services.
Response time: We aim to respond within 24 hours of ticket submission.

You are required to open a support ticket for non-critical issues via our support portal.

3. Maintenance

From time to time, scheduled maintenance is required to update software and ensure the security and performance of our hosting infrastructure.

Scheduled Maintenance:
We will provide 7 days advance notice via email or in the administrative dashboard for scheduled maintenance. Scheduled maintenance will usually take place outside of peak business hours wherever possible. Downtime during scheduled windows will NOT count toward your service uptime calculation unless it exceeds the planned window.

Emergency Maintenance:
We may perform emergency maintenance at very short notice to address severe vulnerabilities or sudden issues requiring immediate attention. Emergency maintenance will be conducted with efforts to minimize disruption, but advance notice may not be possible, depending on the criticality. Emergency maintenance downtime will not count toward your service uptime calculation.

4. Compensation for Downtime

If we fail to meet the 99.9% uptime guarantee, you (the customer) will be eligible for service credits on the following basis:

For any 30 consecutive minutes of unplanned downtime, you are entitled to 1 free day of hosting service credits, up to a maximum of 50% of your monthly hosting fee.

Claim Process:

• To claim service credits, you must submit a formal request by contacting us at support@streamlinexpert.co.uk within 7 business days after the reported downtime event.
• Credits will be applied to your next month's billing cycle and are non-transferable and non-refundable.

Exclusions to Compensation:
You will not be eligible for credits in the following cases:

• If fees are in arrears or payments for hosting services are overdue.
• If predicted downtime (including scheduled maintenance) has been previously communicated to you.
• If the downtime resulted from user actions, including misconfiguration by your team or applications that exceed bandwidth or resource limits.

5. Exclusions to Service Availability Commitment

While we strive to provide the highest uptime service possible, some aspects fall outside of our control, and therefore our 99.9% service uptime guarantee will not cover:

• DDoS Attacks: Large-scale or targeted Distributed Denial of Service (DDoS) attacks, network attacks, hacking activities, or other similar malicious external activities that affect our infrastructure.
• User Errors: Any intentional or unintentional actions carried out by users that violate our terms or result in service disruptions (e.g., failing to secure passwords, uploading malware, improperly configuring systems, etc.).
• Third-Party Software or Services: Any third-party software bugs or outages, including Content Management Systems (CMS), plugins, or APIs that you integrate into the service.
• Acts of God: This includes natural disasters, pandemics, war, flood, earthquakes, or similar force majeure events that directly impede service.
• Client-Side Issues: Problems with end-user environments, such as browser incompatibilities, internet connection disruptions, local device failures, or issues beyond the control of the service provider.

6. Amendments & Review

StreamlineXpert LTD reserves the right to amend this SLA as necessary to reflect current industry standards or changes to product offerings. Any substantial changes will be communicated via email or posted on the website with a 30-day notice period. Continued use of the hosting services after significant updates constitutes acceptance of the amended terms.