Hosting Service Level Agreement

  1. General
    1. Through WP Engine, Made Holdings Ltd provides an industry-leading hosting product which is supported with the following Service Level Agreement (“SLA”).
    2. The remedies set out in this SLA are the Client’s sole and exclusive remedy for issues covered by the SLA.
    3. While we will not modify this SLA arbitrarily, we may do so from time-to-time. Should we make a change to this SLA, we shall notify the Client. The notification will set out the effective date of any changes. It is important that the Client reviews the SLA completely.
  2. Service Availability
    1. Made Holdings Ltd and WP Engine will provide service availability of 99.95% (“Service Availability”), calculated on a calendar month basis. The Service Availability will be calculated as follows:
      • Total number of minutes Service is available in a calendar month
      • DIVIDED BY Total number of minutes in a calendar month
      • LESS Excused Downtime
  3. Excused Downtime
    1. “Excused Downtime” means:
      • scheduled outages or Force Majeure events;
      • downtime caused by a non-standard environment, Client machine access, Client’s violation of the Agreement, or Client authored code or changes to the Site or Services by parties other than Made Holdings Ltd or WP Engine;
      • emergency maintenance (e.g. in order to apply a patch to address a security vulnerability); and
      • maintenance that is performed during the below service maintenance schedule:
        Monday to Sunday: 4:00 am to 10:00 am (GMT)

Last Modified: May 22, 2018