Service Level Agreement
Last Updated April 3, 2017
The MedievalWP.co.nz, (“Medieval”) Service Level Agreement (SLA) is an agreement between our Customers and Medieval.
Medieval provides an industry-leading service, and is pleased to support it with this SLA. This SLA is an integral part of your agreement with Medieval for the provision of services (collectively the “Services”) set forth on the Service and Pricing Order Form.
This SLA defines the terms of our responsibility with respect to the Services that we provide (the Service Commitments) and your remedies in the event that we fail to meet these Service Commitments. This SLA and the refunds set forth herein (the Service Credits) represent Medieval’s sole obligation and your sole remedy for our failure to meet such Service Commitments.
The Service Commitments under this SLA are as follows:
99.9% Network Uptime
Medieval guarantees 99.9% network uptime for our public Internet network, excluding scheduled maintenance. In the event that our network does not experience 99.9% network uptime in a given month (excluding scheduled maintenance), Medieval will credit 20% of your monthly service fees for each 3 hours of network downtime experienced up to 99.9% (for all Service Credits in a given month) of the monthly service fees for those Services affected. Notwithstanding the foregoing, you recognize that the Internet is comprised of thousands upon thousands of autonomous systems that are beyond the control of Medieval. This SLA and the 99.9% Network Uptime Service Commitment cover the provision of access by Medieval to the global internet “cloud”. Routing anomalies, asymmetries, inconsistencies and failures of the Internet outside of the control of Medieval can and will occur and such instances shall not be considered any failure of the 99.9% Network Uptime Service Commitment.
99.9% Infrastructure Uptime
Host guarantees that the critical infrastructure systems will be available 99.9% of the time in a given month, excluding scheduled maintenance. In the event that critical infrastructure systems do not experience 99.9% availability in a given month (excluding scheduled maintenance), Medieval will credit 20% of your monthly fee for each 3 hours of downtime up to 99.9% (for all Service Credits in a given month) of your monthly fee for those Services affected. Critical infrastructure systems include all power and HVAC infrastructure, including UPSs, PDUs and cabling. Critical infrastructure systems do not include any software or services running on server, nor do they include any server hardware.
Medieval runs nightly backups to BackBlaze B2 for each customer. The retention period is 14 days. You may contact support at any time and request to download a full copy of your site’s files and database. A fee may be charged for retrieval.
Service Credit Requests
All SLA claims must be filed in writing to Medieval Support or to your account manager (if applicable) within 7 days of the incident. The support ticket must include all relevant information, including domain name, IP address, full description of the incident, and any logs (if applicable). All SLA credits will be issued as credits against future invoices for services.
In order to qualify for Service Credits, you must be current on all payment obligations, not be in violation of the Terms of Service, Acceptable Use Policy or any other policies and procedures of Medieval.
Medieval proactively monitors network uptime, infrastructure uptime and hardware availability. The results of these monitoring systems shall provide the sole and exclusive determination of network uptime, infrastructure uptime and hardware availability.
No Service Credits will be given for service interruptions:
- caused by the action or failure to act by you or your personnel;
- due to failure of any equipment provided by you;
- which are the result of scheduled maintenance;
- due to a force majeure event;
- problems with your, or anybody else’s access to the Internet;
- suspension of your access to the Services as provided in the Terms of Service;
- for which you are entitled to a Service Credit for the same or contemporaneous Service Commitment failure,
- emergency maintenance (e.g. in order to apply a patch to address a security vulnerability);
- downtime caused by a non-standard environment, customer server access, Customer’s violation of the Agreement including the Acceptable Use Policy, customer authored code or changes to the Site or Services by parties other than Medieval, or use that exceeds customer’s plan capacity (e.g. visitors that exceed the limit for the Customer’s plan);
- resulting from your breach of the Terms of Service, Acceptable Use Policy or any other policies and procedures of Medieval;
Total cumulative Service Credits during any given month shall not exceed your monthly fee for those Services affected.
Medieval may modify any aspect of this SLA upon thirty (30) days prior notice. Should you wish to terminate the Service as a result of such modification, you may do so by sending a termination notice to firstname.lastname@example.org any time prior to the effective date of such modification. Absent such termination notice, the modified SLA shall apply from the effective date for as long as you continue to retain Services from Medieval.