This Service Level Agreement (SLA) is made between TekLan Hosting (the "Service Provider") and its customers (the "Customer"). The purpose of this SLA is to define the level of service expected, including uptime guarantees, support response times, and penalties for non-compliance.
TekLan Hosting provides web hosting services including shared hosting, VPS hosting, dedicated servers, and domain registration.
Uptime Guarantee: The Service Provider guarantees 99.9% uptime for all services, measured on a monthly basis. Uptime is defined as the ability to access a website hosted on TekLan Hosting servers.
Downtime: Any period during which services are unavailable, excluding scheduled maintenance and events outside the Service Provider's control.
Scheduled Maintenance will be performed outside peak hours with at least 48 hours' notice. Maintenance windows are limited to 4 hours per month.
Emergency Maintenance may be performed without prior notice when necessary to protect security and data integrity.
Support is available 24/7 via:
Response Times:
Network latency is guaranteed not to exceed 100ms from the Customer's server to the nearest internet backbone.
Daily backups are retained for 14 days. Data recovery requests are addressed within 4 hours of submission.
If the uptime guarantee or response time commitments are not met:
To claim credits, submit a request to [email protected] within 30 days of the incident.
This SLA does not apply to downtime caused by: scheduled maintenance; customer's software or hardware configurations; force majeure events (acts of God, war, terrorism, government action); or internet outages beyond TekLan's control.
This SLA commences on the date the Customer signs up for services and continues until terminated by either party with 30 days' written notice. Either party may terminate immediately in cases of material breach.