Service Level Agreement (SLA)

    WetaHost SLA

    Introduction
    WetaHost strives to provide hosting services based on stability, performance, and reliability. This Service Level Agreement (SLA) is designed to clarify our commitments to our clients and define the rights of each party regarding uptime, technical support, and compensation policies.

    This agreement aims to build a transparent and trusting relationship to ensure our clients receive a robust and dependable service for their business and personal projects.

    1. Scope of Agreement

    This agreement applies to all services offered by WetaHost, including but not limited to:

    • Shared hosting services.
    • Reseller plans.
    • Domain management.
    • Control panels and associated web services.

    Any services with separate documentation will have their own terms and conditions applied alongside this agreement.

    2. Definitions

    For the purposes of this agreement, the following terms apply:

    • Customer: The individual or entity that has purchased a service from WetaHost.
    • Monthly Uptime: The percentage of time during the month in which the service is expected to be operational.
    • Qualifying Downtime: A period of downtime that is counted towards the uptime percentage and is excluded from the exceptions outlined below.
    • Billing Cycle: The monthly or annual subscription period, as selected by the customer.

    3. Uptime Commitment

    WetaHost commits to providing a minimum of 99.9% monthly uptime for its core services, excluding any unforeseen circumstances.

    This is a globally recognized standard in the web hosting industry.

    If we are unable to meet the agreed-upon uptime percentage, the customer is entitled to request service credit according to the schedule below.

    4. Service Credit Schedule

    If monthly uptime falls below the specified percentage, the customer will be compensated as follows:

    Uptime PercentageCredit Value
    99.9% or higherNo credit
    Between 99.0% and 99.89%10% of the monthly invoice
    Between 95.0% and 98.99%25% of the monthly invoice
    Less than 95%50% of the monthly invoice

    Credit Eligibility Requirements:

    • Downtime is calculated based on WetaHost system records.
    • A formal request must be submitted within 30 days of the end of the affected billing cycle.
    • Credit is added to the customer’s account and is not refundable.

    Credit Eligibility Requirements:

    • A formal request must be submitted within 30 days of the end of the affected billing cycle.
    • Credit is added to the customer’s account and is not refundable.
    • Downtime is calculated based on WetaHost system records.

    5. Events Not Counted as Downtime

    The following periods are not counted as qualifying downtime:

    1. Scheduled Maintenance that is notified to the customer in advance.
    2. Emergency Maintenance related to security and server protection.
    3. Downtime caused by third-party networks or services beyond our control.
    4. Cyberattacks (such as DDoS) unless there is proven negligence in infrastructure management.
    5. Errors resulting from configurations made by the customer or an external team working on their behalf.
    6. Force Majeure Circumstances such as natural disasters, global outages, government decisions, security disturbances, etc.

    6. Technical Support and Response Time

    WetaHost places great importance on customer service and strives to provide effective support as quickly as possible.

    Response Time Goals — (estimated, not credit-bound except as specified in plans):

    • Complete Service Outage: Initial response within 15–60 minutes.
    • Critical Issues Affecting Performance: Initial response within 1–3 hours.
    • Routine Inquiries and Issues: Response within 24 hours.

    Response times may vary depending on the type of service and hosting plan.

    7. How to Request Service Credit

    To request credit, the customer must:

    1. Open a ticket through the control panel and specify the reason for the request.
    2. Attach details related to the outage (date/time/impact).
    3. Await the results of the technical review, which typically takes 7–14 business days.

    If the request is approved, the credit will be added to the customer’s account immediately.

    8. Maintenance and Notifications

    • Scheduled Maintenance: A notification will be sent via email and the control panel well in advance.
    • Emergency Maintenance: This may be performed without prior notice to maintain infrastructure integrity and data security.

    9. Data Security and Backup

    WetaHost implements standard security practices, including server monitoring, threat detection systems, and continuous protection updates.

    However:

    The customer is fully responsible for maintaining independent backups of their data. WetaHost may offer a backup service with some plans, but this should not be relied upon exclusively.

    10. Limitation of Liability

    To clearly define legal liabilities:

    • Service Credit is the sole indemnification in case of unavailability.
    • WetaHost is not liable for any losses resulting from:
    1. Data loss
    2. Loss of profits
    3. Business interruption
    4. Any indirect or consequential damages

    WetaHost’s maximum liability for any claim shall not exceed the value of payments made by the customer during the last 3 months of the affected service.

    11. Indemnification

    The customer agrees to indemnify WetaHost for any claims or damages arising from:

    • Misuse of the Service
    • Hosting illegal content
    • Infringement of third-party intellectual property rights
    • Breach of any provision of the Terms of Use

    12. Termination

    Upon cancellation or termination of the Service:

    • Any outstanding credit claims remain subject to review.
    • Any remaining balances will not be converted to cash.
    • Customer data may be deleted after the specified retention period expires.

    13. Amendment of Agreement

    WetaHost reserves the right to amend this Agreement at any time.

    Customers will be notified of material changes before they take effect and can review them on the updated SLA page on the website.

    14. Force Majeure

    WetaHost is not liable for events beyond its control, such as:

    • Natural disasters
    • Wars
    • Global service outages
    • Government decisions
    • Massive data center failures

    15. Law and Jurisdiction

    This Agreement is governed by the laws of [Egypt].

    The [Court/Jurisdiction] shall have jurisdiction over any disputes arising from this Agreement.

    Conclusion

    WetaHost is committed to providing a stable and reliable service. This Agreement serves as a framework to ensure clarity in our relationship with the client and protect the rights of both parties.

    Our goal is for our clients to feel completely confident in our services and to be a trusted partner in their business success.

    If you have any questions or require clarification on any clause, we are happy to assist you through our Support Center.