Managed Hosting Services Terms and Service Level Agreement (SLA)
When utilizing our managed hosting services, please take note of the following terms:
- Access and Hosting: By opting for our hosting services, you authorize us to access your website and database for the purpose of hosting and/or backing up your content.
- Security Measures: In the interest of security, we will notify you before implementing any upgrades or accessing your site to remove malicious code.
- Data Analysis: We may conduct scans on your data and content to create aggregated and anonymized statistics for our internal use, aimed at optimizing service performance and security.
- Account Access: If you lose access to your WPMU DEV account or terminate your membership, you may lose access to your hosting or backup data. Note that we may not be able to recover backups or data beyond fourteen (14) days after the account becomes inactive.
- Data Ownership: You grant us a worldwide, royalty-free, and non-exclusive license to copy and store your data and content solely for the purpose of operating the service. You retain ownership of your data and content.
For websites hosted by us, our objective is to maintain 100% uptime, ensuring availability 24/7/365. While we strive to achieve this goal, there may be instances when it is not attainable. In such cases, the following Service Level Agreement (SLA) comes into effect:
- Uptime Guarantee: We commit to a 99.9% uptime SLA.
- Traffic and Performance: We impose no strict limits on traffic, visits, or bandwidth for your sites. However, if your site experiences a surge in traffic (whether human or bot-generated), it may lead to performance issues or downtime. We will provide guidance on upgrading your hosting plan to accommodate higher resources in such situations, and the SLA may not apply.
- SLA Credit: If the SLA is not met during a calendar month, you are eligible for an SLA Credit. To request an SLA Credit, contact our support team within 30 days of the month’s end during which the SLA was not met. Credits will be calculated at 5% of your monthly hosting fees for each full hour of downtime beyond the SLA, up to a maximum of 100% of your hosting charges. Downtime will be determined using our monitoring tools.
- SLA Scope: Our SLA covers downtime resulting from human errors by our team and by employees or contractors of any third-party service providers we employ to deliver the hosting service. However, it does not apply to downtime beyond our control, including issues arising from third-party code, user errors, or natural disasters such as floods or earthquakes.
For free hosted sites or sites paid for using promotional credit, they may be archived after 21 days of inactivity. Sites can be marked as ‘active’ automatically under the following circumstances:
- The site settings have been accessed in the Hub at least once in the past 21 days.
- A custom domain has been added to the site and successfully validated.
We will send a warning email one week before archiving the site and another notification when the site is archived. You can restore and reactivate a site within 30 days of being archived.
- Content Disabling: We are obligated to disable the content reported in the DMCA takedown notice.
- Notification Responsibility: As the owner of the WPMU DEV account, you will be informed of any takedown actions taken. However, it is your responsibility to manage all communications with your client regarding this matter.
- Counterclaim Option: If deemed necessary, you, in your capacity as the site owner, may initiate a counterclaim process, as outlined in our DMCA documentation.
- Legal Compliance: Violate any applicable state, federal, or international laws or regulations.
- Intellectual Property Rights: Infringe upon the intellectual property rights of others, including but not limited to copyright, trademark, patent, or any other proprietary rights.
- Defamatory, Slanderous, or Libelous Content: Publish, host, or transmit content that is defamatory, slanderous, or constitutes trade libel.
- Threatening or Harassing Content: Publish, host, or transmit content that is threatening or harassing in nature.
- Discriminatory Content: Publish, host, or transmit content that promotes discrimination based on gender, sexual orientation, race, age, or incites hatred.
- Sensitive Information Disclosure: Disclose sensitive personal information belonging to others without their consent.
- Malicious Code: Distribute material that contains or facilitates malware, spyware, adware, or other malicious code.
- Spam and Unsolicited Messages: Send spam or bulk unsolicited messages.
- Service Disruption: Interfere with, disrupt, or launch attacks against any service or network.
- Credentials and Access: Resell, share, or disclose ClikIT credentials or access information without proper authorization.
