Service Level Agreement

Last Updated: December 1, 2025

This Service Level Agreement (“SLA”) sets out the performance standards you can expect from Sitepact JA. This SLA forms part of and is incorporated into our Terms and Conditions.

To the maximum extent applicable under national law and without affecting your rights as a consumer, this SLA is your sole and exclusive remedy for downtime, or any network, software, or support failure.


Table of Contents

  1. Hosting and Uptime Guarantee
  2. Support and Maintenance
  3. Backups and Data Recovery
  4. Security and Updates
  5. Compensation for SLA Failures
  6. Exclusions
  7. How to Claim Compensation
  8. Contact Information


1. Hosting and Uptime Guarantee

1.1 Uptime Commitment

We guarantee 98.5% network uptime on an annual basis. This means your website will be accessible and operational for at least 98.5% of the time over any 12-month period.

1.2 What Uptime Means

Uptime is measured as the percentage of time that your website is accessible via the internet from our servers. Uptime is calculated as follows:

Uptime % = ((Total Minutes in Year – Downtime Minutes) / Total Minutes in Year) x 100

1.3 Monitoring

You can check your website uptime status within the website dashboard area. Our systems continuously monitor server performance and availability.

1.4 Uptime Compensation

If we fall below the guaranteed network uptime, we will compensate you as follows:

Annual Uptime Compensation
98.0% to 98.5% 1 month free hosting
Below 98.0% 1 month free hosting, maintenance, and support


2. Support and Maintenance

2.1 Support Channels

We provide customer support through the following official channels:

Note: Support requests sent to non-official channels (such as personal email addresses or social media) are not covered by this SLA.

2.2 Response Time Guarantee

We guarantee that our support team will respond to all support requests within 24 hours during business days (Monday to Friday, excluding public holidays).

“Response” means an initial acknowledgment of your request and, where possible, an estimated timeframe for resolution. Complex issues may require additional time to fully resolve.

2.3 Support Hours

  • Standard Support: Monday to Friday, 9:00 AM to 5:00 PM (Jamaica Time)
  • Emergency Support: Available 24/7 for critical issues affecting website availability

2.4 Issue Priority Levels

Priority Description Target Response
Critical Website completely down or inaccessible Within 4 hours
High Major functionality broken, significant business impact Within 8 hours
Medium Minor functionality issues, workaround available Within 24 hours
Low General questions, minor requests, cosmetic issues Within 48 hours


3. Backups and Data Recovery

3.1 Backup Schedule

  • Automatic backups are performed every 24 hours
  • Backups are retained for a minimum of 2 weeks
  • Backup retention periods may increase in the future and will be reflected in this SLA

3.2 Backup Contents

Each backup includes:

  • All WordPress files (themes, plugins, uploads)
  • Complete database
  • Media files and documents
  • Configuration files

3.3 Data Recovery Guarantee

We guarantee that backups will be available for rapid restoration in the event of any hardware or software failure. Restoration requests will be processed within:

  • Critical failures: Within 4 hours
  • Non-critical restoration requests: Within 24 hours

3.4 Client Responsibility

While we maintain regular backups, we recommend that clients also maintain their own independent backups of critical business data. Sitepact JA is not liable for data loss beyond the scope of our backup retention period.


4. Security and Updates

4.1 Software Updates

We guarantee that your website will be updated on a consistent basis to ensure it is free from known vulnerabilities. This includes:

  • WordPress core updates
  • Theme updates
  • Plugin updates
  • Security patches

4.2 Update Procedures

All installation procedures follow good practice change and release management, including:

  • Testing updates in a staging environment when appropriate
  • Creating backups before major updates
  • Proactive communication with the client for significant changes
  • Rollback procedures if updates cause issues

4.3 Database Optimization

We will consistently optimize all databases for dynamic websites to ensure optimal performance.

4.4 Spam and Revisions Cleanup

We will periodically review websites for spam comments and excessive post revisions, performing cleanup as necessary to maintain database efficiency.

4.5 Security Monitoring

Our hosting infrastructure includes:

  • Firewall protection
  • Malware scanning
  • Brute force attack prevention
  • SSL certificate management


5. Compensation for SLA Failures

5.1 Support Response Failure

If we are negligent in our support activities without good reason (for example, non-responsive for more than 24 to 48 hours), we will compensate you as follows:

  • 1 month free hosting and maintenance service
  • 1 additional month for each additional 8 hours of non-responsiveness

5.2 Compensation Limits

All compensation under this SLA is subject to the following limits:

  • Compensation is limited to the length of your current billing cycle
  • Total compensation cannot exceed twelve (12) months of service credits
  • Compensation is provided as service credits only, not cash refunds
  • Service credits will be applied to your next billing cycle(s)

5.3 Compensation Summary Table

SLA Failure Compensation
Uptime between 98.0% and 98.5% 1 month free hosting
Uptime below 98.0% 1 month free hosting, maintenance, and support
Support non-responsive for 24 to 48 hours 1 month free hosting and maintenance
Each additional 8 hours of non-responsiveness 1 additional month free service


6. Exclusions

The following events do not count towards our calculation of uptime or support responsiveness, and are not eligible for compensation under this SLA:

6.1 Scheduled Maintenance

  • Scheduled maintenance to our servers
  • Scheduled maintenance to your website
  • Planned upgrades communicated in advance

6.2 Communication Issues

  • Delayed delivery of support requests due to email client malfunction or spam filtering
  • Support requests sent to non-official support channels
  • Incomplete or unclear support requests that require clarification

6.3 Emergency and Rapid Response

  • Emergency maintenance, hardware, or software failures remedied within 2 hours
  • Downtime caused by DNS or IP address changes meant to improve server performance

6.4 Security Events

  • Distributed denial of service (DDoS) attacks
  • Hacker attacks and other malicious activities
  • Other similar security events beyond our reasonable control

6.5 Client-Caused Issues

  • Downtime caused by you, your own configuration, or third-party applications you use
  • Downtime caused when you make support requests that require the website to be taken offline temporarily
  • Downtime caused by your violation of our Terms and Conditions or any other policy on our website
  • Issues resulting from unauthorized changes to your website

6.6 Infrastructure Changes

  • Downtime during upgrade or downgrade of our cloud or dedicated server resources
  • Downtime during the processing of your technical support requests
  • Server migrations performed to improve service quality

6.7 Force Majeure

  • Force majeure events including natural disasters, acts of war, government actions
  • Any event beyond our reasonable control
  • Internet backbone failures or issues with upstream providers


7. How to Claim Compensation

7.1 Reporting an SLA Event

If you believe an SLA event has occurred that entitles you to compensation:

  1. Contact our customer service team at support@sitepactja.com
  2. Include “SLA Claim” in the subject line
  3. Provide details of the issue including dates and times
  4. Describe the impact on your business

7.2 Claim Deadline

SLA compensation claims must be submitted within 30 days of the event occurring. Claims submitted after this period may not be honored.

7.3 Verification

Our calculation of network availability and support responsiveness is based on our internal records, including:

  • CRM automated reports
  • Server statistics and monitoring data
  • Support ticket timestamps

Important: We will not accept third-party reports or monitoring tools as evidence that you are entitled to compensation under this SLA. Our internal records are the sole basis for determining SLA compliance.

7.4 Claim Processing

We will review your claim and respond within 14 business days. If your claim is approved, service credits will be applied to your account within the next billing cycle.


8. Contact Information

For questions about this Service Level Agreement or to report an SLA event:

Sitepact JA
Email: support@sitepactja.com
Website: https://sitepactja.com


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