TEMPLATE NOG AANPASSEN/AANVULLEN WAAR NODIG

Service Level Agreement (SLA)

1. Introduction

This Service Level Agreement (SLA) is a policy governing the service relationship between [Your Company Name] ("Service Provider") and the customer ("Client"). This SLA provides a clear understanding of service parameters and responsibilities of both parties.

2. Purpose

The purpose of this SLA is to ensure that the proper elements and commitments are in place to provide consistent web hosting service support and delivery to the Client(s) by the Service Provider.

3. Service Scope

The Service Provider will deliver web hosting services that include, but are not limited to, website hosting, email hosting, database services, and technical support.

4. Service Availability

• Uptime Commitment: The Service Provider guarantees an uptime of 99.9% of the time in any calendar month.
• Maintenance Window: Scheduled maintenance will be communicated at least 48 hours in advance and will not exceed 4 hours per month.

5. Service Performance

• Bandwidth: The Service Provider will ensure a minimum bandwidth availability as per the chosen hosting plan.
• Storage: Disk space will be monitored and increased as per the Client's needs and hosting plan.

6. Support

• Support Hours: Technical support will be available 24/7 via email, phone, and live chat.
• Response Time: The Service Provider will respond to service-related incidents and/or requests submitted by the Client within 1 hour.

7. Backup and Data Retention

• Data Backup: The Service Provider will perform daily backups of Client data, which will be retained for 30 days.
• Data Restoration: In the event of data loss, the Service Provider will restore data from the most recent backup within 4 hours.

8. Security

• Security Measures: The Service Provider will implement industry-standard security measures to protect Client data.
• SSL Certificates: SSL Certificates will be provided and maintained for all hosted websites.

9. Compensation

• Service Credits: Clients will receive service credits for any downtime exceeding the guaranteed uptime, calculated as 5% of the monthly fee for every 30 minutes of downtime, up to 100% of the monthly fee.

10. Termination

• Termination Notice: Either party may terminate the agreement with a 30-day written notice.
• Data Retrieval: Upon termination, the Client will have 30 days to retrieve their data from the hosting environment.

11. Review and Amendment

• Review Schedule: This SLA will be reviewed annually or upon mutual agreement of both parties.
• Amendment Process: Amendments to this SLA must be made in writing and agreed upon by both parties.

12. Legal Compliance

The Service Provider will adhere to all applicable laws and regulations in the provision of web hosting services.