Service Level Agreement
This Service Level Agreement (“SLA”) describes the standard level of service that all website hosting customers can expect from Unity Digital Agency LLC (“Unity,” “we,” or “us”). This SLA runs in conjunction with Unity’s Master Service Agreement and each customers’ Statement of Work.
1. 99.9% UPTIME COMMITMENT
1.1 Uptime. Unity guarantees that the customer’s website, which is hosted on the Unity servers, will be available 99.9% of the time, excluding maintenance and circumstances beyond our control, as defined below.
1.2 Scheduled Maintenance. Scheduled maintenance means a short downtime necessary for quick updates and patches that require reboots or restarts. We do our best to keep such incidents to a minimum and we will attempt to give you advance notice of any scheduled maintenance.
1.3 Emergency Maintenance. Emergency maintenance means any service affecting maintenance that is so severe it requires immediate attention. This type of maintenance is inherently not scheduled and is only used in extreme circumstances. We will make our best effort to notify customers should this become necessary.
1.4 Circumstances Beyond Our Control. We are not responsible for outages or circumstances beyond our control that hinder access to your site or server such as the following: (a) Actions of the customer or others authorized by the customer to edit the website; (b) Network conditions across the internet (outside of our network), such as between your ISP and our data center; (c) Problems with Your ISP’s network; (d) Browser or DNS caching issues; (e) DDoS or other attacks on our servers.
1.5 Uptime Monitoring. Our monitoring system will text us if your website ever goes down. We’ll drop everything to help get it back up. If your website is down for more than 10 minutes, we will notify you, explain the situation, and lay out our plan of action to fix the problem. Notifications will occur within 30 minutes during 9 AM – 5 PM ET, within 1 hour on holidays and weekends, and within 8 hours any evening.
1.6 Service Credit. In the event of downtime that exceeds more than 0.1% of the total time per month, we will provide a service credit in the amount of 5% of the paid fee for the month, for every hour that your website is unreachable, excluding scheduled or emergency maintenance or circumstances beyond our control. Downtime must be confirmed by a staff member of our support team. Maximum service credit given will be for the full amount paid for the month of outage, excluding any paid fees for additional services. Service credits have no cash value and are extended at our discretion. Service credits expire if your account is fully terminated.
2. SECURITY SCANS
Real-time security scans let us know if there are any security vulnerabilities on your server or within your website. If a scan identifies a problem, we’ll do everything we can to fix the problem completely and quickly. If your website comes under attack, we will notify you within the hour, explain the situation, and lay out our plan of action to fix the problem.
3. FILE AND DATABASE BACKUPS
Our backup system will take nightly incremental backups of your website files and database and store them securely in a separate US-based cloud server from your live website. These backups are retained for 90 days. If you need us to keep these for longer than 90 days, we are happy to provide a separate estimate for that.
4. WORDPRESS CORE AND PLUGIN UPDATES
Keeping your website’s software up to date is essential in maintaining a safe and sound website. Performing software updates on a regular basis will make your website less vulnerable to hackers who look for instability in code. We will do a scan (weekly or monthly, depending on your selected plan) to determine the most recent core and plugin updates, then perform them within the following week. We receive daily notifications of any security-related updates, and will run these updates immediately. If an update is incompatible with your website, we will notify you, explain the issue, and lay out our plan of action to fix the problem.