Service Level Agreement (SLA)

Effective Date: January 1, 2023
Last Updated: December 11, 2024

1. Introduction

This Service Level Agreement ("SLA") describes the level of service Coropos Web Services ("we," "us," or "Company") commits to providing to our clients ("you" or "Client"). This SLA applies to hosting services, maintenance agreements, and ongoing support services.

Hosting Infrastructure: Our web hosting services are provided through Cybrancee, a professional hosting provider. We maintain a subscription relationship with Cybrancee to provide reliable, secure hosting infrastructure for your websites.

2. Scope of Services

This SLA covers the following services:

This SLA does not cover:

3. Hosting Uptime and Availability

3.1 No Uptime Guarantee

Important: Coropos Web Services does not provide uptime guarantees or service level commitments for hosting services. Our hosting is provided through Cybrancee, an independent third-party hosting provider with whom we have no formal agreement or SLA.

While we strive to select reliable hosting infrastructure, we:

3.2 Our Role

As a web development and management company using Cybrancee's services, we:

3.3 Scheduled Maintenance

Cybrancee may perform scheduled maintenance which could affect availability:

3.4 Availability Best Efforts

While we cannot guarantee uptime, we make best efforts to:

4. Support Response Times

4.1 Priority Levels

Priority 1 - Critical

Priority 2 - High

Priority 3 - Medium

Priority 4 - Low

4.2 Support Hours

4.3 Support Channels

5. Service Remediation

5.1 No Service Credits for Hosting

Important: We do not offer service credits, refunds, or compensation for hosting-related outages or downtime. Since hosting is provided by Cybrancee (a third-party provider with whom we have no SLA), we cannot provide financial remediation for hosting unavailability.

5.2 What We Will Do

While we cannot offer credits for hosting issues, if you experience significant hosting problems:

5.3 Development and Support Service Credits

For our development and support services (not hosting), if we fail to meet our commitments:

5.4 Requesting Remediation

  1. Contact us at support@coroposws.com to discuss service issues
  2. Provide details of the problem and impact on your business
  3. We will review and propose appropriate remediation
  4. Resolution is at our discretion and depends on the specific circumstances

6. Performance Standards

6.1 Website Loading Speed

6.2 Database Performance

6.3 Email Services

7. Maintenance and Updates

7.1 Scheduled Maintenance

7.2 Software Updates

For clients with maintenance plans:

8. Security Commitments

8.1 Security Monitoring

8.2 Security Incident Response

9. Backup and Recovery

9.1 Backup Schedule

9.2 Recovery Time Objectives

9.3 Backup Limitations

Backups do not include:

10. Monitoring and Reporting

10.1 Uptime Monitoring

10.2 Performance Reporting

Clients with maintenance plans receive monthly reports including:

11. Client Responsibilities

To ensure we can meet these SLA commitments, clients must:

12. Limitations and Disclaimers

12.1 Service Limitations

12.2 Best Effort Services

Some services are provided on a "best effort" basis and are not covered by specific SLA commitments:

13. SLA Review and Updates

This SLA is reviewed quarterly and may be updated to reflect:

Material changes will be communicated at least 30 days in advance.

14. Escalation Process

If you are not satisfied with our service or SLA performance:

  1. Level 1: Contact support team via standard channels
  2. Level 2: Request escalation to support manager (within 2 business days)
  3. Level 3: Executive escalation to company leadership (within 5 business days)
  4. Level 4: Formal dispute resolution per Terms of Service

15. Contact Information

For SLA-related questions or concerns:

This Service Level Agreement is incorporated into and governed by our Terms of Service. By using our services, you acknowledge and agree to the terms outlined in this SLA.