Service Level Agreement
The SLA describes the availability of our service, our responsibility, and the consequences on our part in case of service outage.
Owner and Data Controller
ForgetWP (trading name of FilioTech Limited)
328 - 334 Molesey Road
Last Updated 30th November 2019
Managed WordPress Hosting
99.95% Uptime Guarantee
ForgetWP aim to provide a 99.95% uptime guarantee via this Service Level Agreement based on network and host node availability. Collectively, these guarantees may be referred to as the “SLA.”
This SLA is provided as a part of our Terms of Service when You agreed to become a ForgetWP customer, which is hereby incorporated by reference as an indispensable part of this SLA.
This uptime guarantee is applicable on a per-service-item basis and is not applied to entire account.
For example, if You have ten (10) WordPress websites hosted with Us, and one (1) of the site experiences downtime, any credit due to You under this uptime guarantee would be proportional to that one (1) website downtime and not Your entire account.
Packet Loss and Latency
ForgetWP does not proactively monitor the packet loss or transmission latency of specific customers. However, we do proactively monitor the aggregate packet loss and transmission latency within its LAN and WAN. In the event that We discover (either from our own efforts or after being notified by You) that You are experiencing packet loss in excess of one percent (1%) (“Excess Packet Loss”) We will take all actions necessary to determine the source of the Excess Packet Loss/Latency.
The uptime guarantee ONLY applies to network and instance availability during normal operation. The uptime guarantee does NOT apply to third-party software hosted by your Website.
Any outage due to server software, operating systems, improper configurations, denial of service attack against your website, website suspension, or any other non-network or non “host node” outage, for any reason and whether or not such outage is caused by Us due to upgrading, troubleshooting or performing any other tasks, is NOT subject to this uptime guarantee. The guarantee does NOT apply when a scheduled maintenance occurs with a minimum of twenty-four (24) hour notice or in the event a time-critical patch/update must be applied as long as the outage/packet loss does not exceed ten (10) minutes.
Furthermore, none of the guarantees in this SLA may be combined. For example, a hardware outage that also disrupts network activity will not qualify You for two (2) separate credits. If for example, a hardware outage was the basis for the connectivity loss, the entire event will count as one single outage for the purpose of determining applicable credit.
In accordance with the procedure outlined below, you must initiate a support ticket and request that a credit be applied to your account. Merely initiating a support ticket related to an outage will not result in any credit to your account. Initiating a support ticket and requesting a credit is what triggers an event for any potential credits; however, ForgetWP must still determine, in its sole discretion, whether or not an eligible outage has occurred. If ForgetWP determines that an eligible outage has occurred, then the ticket you generated will be used to generate a credit.
How To Obtain Your Credit
In order to receive any credit offered under this SLA, You must initiate a support ticket related to the event AND expressly request that We issue a credit. DO NOT ASSUME THAT WE ARE AWARE OF YOUR OUTAGE. Your outage may be wholly unrelated to ForgetWP services. Outages related to hardware or other services or events not under Our control are not eligible for any guarantee or credit offered under this SLA.
You may initiate such support ticket via e-mail, or online chat when you login at https://forgetwp.com / Support button. As stated herein, the timestamp on the support request will mark the beginning of an outage should ForgetWP determine that an eligible outage occurred. If ForgetWP was aware of the issue before You were, we may notify You of the outage. In such instance, You must still initiate a support ticket to confirm that You are aware of the outage.
You agree and acknowledge that all other terms, limitations, exclusions, disclaimers and requirements contained in ForgetWP Terms of Service apply to this SLA.
When you will NOT receive SLA Credit
Downtime caused by any of the following circumstances, as determined at our sole discretion, shall not be included in the Covered Downtime and shall not be eligible for SLA Credit:
- Any maintenance performed during the Maintenance Period,
- Emergency maintenance performed at any time,
- Scheduled outages,
- Force majeure events, including but not limited to, acts of nature (fire, flood, earthquake, storm, or other natural disaster), acts of war (invasion, hostilities, rebellion, revolution, insurrection, terrorist activities, and other hostile activities), actions taken by governments (sanction, blockage, embargo, and other governmental action), labour disputes (strike, lockout, or any similar dispute), failure of power sources, outages caused by external service providers, and any other event which we cannot reasonably anticipate, prevent, control, or avoid,
- Traffic reaching a Client Website that exceeds the capabilities of the Client Website, the Client’s hosting plan, or the Services,
- Client breach of the Terms of Service or any other policies, terms, or agreements applicable to Client,
- Client machine access problems,
- Client altered/changed source code,
- DDoS (denial of service attack) on Your Website,
- Incorrect DNS mapping managed by Third-Party,
- Changes to the Service by parties other than ForgetWP.