{"id":6995,"date":"2018-06-11T19:36:08","date_gmt":"2018-06-11T19:36:08","guid":{"rendered":"https:\/\/www.reclaimhosting.com\/?page_id=6995"},"modified":"2026-03-11T16:47:12","modified_gmt":"2026-03-11T20:47:12","slug":"standard-sla","status":"publish","type":"page","link":"https:\/\/www.reclaimhosting.com\/contracts\/standard-sla\/","title":{"rendered":"Standard Service Level Agreement"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-post\" data-elementor-id=\"6995\" class=\"elementor elementor-6995\" data-elementor-post-type=\"page\">\n\t\t\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-12f315b elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"12f315b\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-233ccc1\" data-id=\"233ccc1\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-d5a731c elementor-widget elementor-widget-spacer\" data-id=\"d5a731c\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"spacer.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-spacer\">\n\t\t\t<div class=\"elementor-spacer-inner\"><\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<section class=\"elementor-section elementor-inner-section elementor-element elementor-element-7c066b1 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"7c066b1\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-wider\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-inner-column elementor-element elementor-element-c56a9ad\" data-id=\"c56a9ad\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-7d4d158 elementor-widget elementor-widget-text-editor\" data-id=\"7d4d158\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><a href=\"https:\/\/www.reclaimhosting.com\/contracts\/\"><span style=\"text-decoration: underline;\"><em>\u2190 Back to\u00a0Contracts Quick Links<\/em><\/span><\/a><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-e7cecab elementor-align-center elementor-widget elementor-widget-button\" data-id=\"e7cecab\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"button.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<div class=\"elementor-button-wrapper\">\n\t\t\t\t\t<a class=\"elementor-button elementor-button-link elementor-size-sm\" href=\"https:\/\/drive.google.com\/file\/d\/1je5BR1faOFCOEdwZruJeTd1_Vj5rGD-T\/view?usp=sharing\">\n\t\t\t\t\t\t<span class=\"elementor-button-content-wrapper\">\n\t\t\t\t\t\t\t\t\t<span class=\"elementor-button-text\">Download .PDF Version of Standard SLA<\/span>\n\t\t\t\t\t<\/span>\n\t\t\t\t\t<\/a>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-737e39d elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"737e39d\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"divider.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-divider\">\n\t\t\t<span class=\"elementor-divider-separator\">\n\t\t\t\t\t\t<\/span>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-b7e3c64 elementor-align-center elementor-widget elementor-widget-button\" data-id=\"b7e3c64\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"button.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<div class=\"elementor-button-wrapper\">\n\t\t\t\t\t<a class=\"elementor-button elementor-button-link elementor-size-sm\" href=\"https:\/\/www.reclaimhosting.com\/contracts\/end-user-sla\/\">\n\t\t\t\t\t\t<span class=\"elementor-button-content-wrapper\">\n\t\t\t\t\t\t\t\t\t<span class=\"elementor-button-text\">End-User Support Service Level Agreement Example<\/span>\n\t\t\t\t\t<\/span>\n\t\t\t\t\t<\/a>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-4134bf8 elementor-align-center elementor-widget elementor-widget-button\" data-id=\"4134bf8\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"button.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<div class=\"elementor-button-wrapper\">\n\t\t\t\t\t<a class=\"elementor-button elementor-button-link elementor-size-sm\" href=\"https:\/\/www.reclaimhosting.com\/contracts\/incident-response-plan\">\n\t\t\t\t\t\t<span class=\"elementor-button-content-wrapper\">\n\t\t\t\t\t\t\t\t\t<span class=\"elementor-button-text\">Incident Response Plan<\/span>\n\t\t\t\t\t<\/span>\n\t\t\t\t\t<\/a>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-f3ce9b0 elementor-align-center elementor-widget elementor-widget-button\" data-id=\"f3ce9b0\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"button.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<div class=\"elementor-button-wrapper\">\n\t\t\t\t\t<a class=\"elementor-button elementor-button-link elementor-size-sm\" href=\"https:\/\/www.reclaimhosting.com\/contracts\/data-processing-agreement\">\n\t\t\t\t\t\t<span class=\"elementor-button-content-wrapper\">\n\t\t\t\t\t\t\t\t\t<span class=\"elementor-button-text\">Data Processing Agreement<\/span>\n\t\t\t\t\t<\/span>\n\t\t\t\t\t<\/a>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-inner-column elementor-element elementor-element-2269c4f\" data-id=\"2269c4f\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-42bb311 elementor-widget elementor-widget-heading\" data-id=\"42bb311\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h1 class=\"elementor-heading-title elementor-size-default\">Standard Service Level Agreement<\/h1>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-f3ee0da elementor-widget elementor-widget-spacer\" data-id=\"f3ee0da\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"spacer.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-spacer\">\n\t\t\t<div class=\"elementor-spacer-inner\"><\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-2d2519a6 elementor-widget elementor-widget-text-editor\" data-id=\"2d2519a6\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<h2 style=\"text-align: left;\"><strong>Standard Service Level Agreement<\/strong><\/h2><p>This Reclaim Hosting Service Level Agreement (SLA) applies to clients that have contracted for web hosting or web services from Reclaim Hosting.<\/p><p><span style=\"font-weight: 400;\">As used herein, the term &#8220;Web Services Availability&#8221; means the percentage of a particular month that the content of client&#8217;s web service is available for access by third parties via HTTP and HTTPS, as measured by Reclaim Hosting.<\/span><\/p><p><span style=\"font-weight: 400;\">Clients can expect a reply (at minimum) from Reclaim Hosting support within an hour during business hours, and within 24-hours during weekends and recognized holidays. <\/span><\/p><h3><strong>Service Level<\/strong><\/h3><p><span style=\"font-weight: 400;\">Reclaim Hosting&#8217;s goal is to achieve a minimum of 99.9% Web Service Availability for all clients. Remedy:<\/span><\/p><p><span style=\"font-weight: 400;\">Subject to Sections 3 and 4 below, if the Web Service Availability of client&#8217;s web service is less than 99.9%, Reclaim Hosting will issue service credit days to client in accordance with the following schedule, with the credit being calculated on the basis of one month\u2019s hosting costs for the affected Services:<\/span><\/p><p><span style=\"font-weight: 400;\">Web Service Availability Credit Percentage:<\/span><\/p><table><thead><tr><th scope=\"col\">Monthly Uptime Percentage<\/th><th scope=\"col\">Days of Service added to the end of the Service term (or monetary credit equal to the value of days of service for monthly postpay billing customers), at no charge to Customer<\/th><\/tr><\/thead><tbody><tr><th style=\"font-weight: 400;\" scope=\"row\">&lt; 99.9% &#8211; &gt;= 99.0%<\/th><td>3<\/td><\/tr><tr><th style=\"font-weight: 400;\" scope=\"row\">&lt; 99.0% &#8211; &gt;= 95.0%<\/th><td>7<\/td><\/tr><tr><th style=\"font-weight: 400;\" scope=\"row\">&lt; 95.0%<\/th><td>15<\/td><\/tr><\/tbody><\/table><p><span style=\"font-weight: 400;\">Credit remedies do not apply to monthly fees charged for support of applications.<\/span><\/p><h3><strong>Exceptions<\/strong><\/h3><p><span style=\"font-weight: 400;\">Client shall not receive any credits under this SLA in connection with any failure or deficiency of Web Service Availability caused by or associated with:<\/span><\/p><ul><li style=\"list-style-type: none;\"><ul><li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">circumstances beyond Reclaim Hosting&#8217;s reasonable control, including, without limitation, acts of any governmental body, war, insurrection, sabotage, armed conflict, embargo, fire, flood, strike or other labor disturbance, interruption of or delay in transportation, unavailability of or interruption or delay in telecommunications or third party services, virus attacks or hackers, failure of third party software (including, without limitation, ecommerce software, payment gateways, chat, statistics or free scripts) or inability to obtain raw materials, supplies, or power used in or equipment needed for provision of this SLA;<\/span><\/li><li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">failure of access circuits to the Reclaim Hosting network, unless such failure is caused solely by Reclaim Hosting;<\/span><\/li><li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">scheduled maintenance and emergency maintenance and upgrades;<\/span><\/li><li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">DNS issues outside the direct control of Reclaim Hosting;<\/span><\/li><li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">issues with FTP , POP , IMAP or SMTP client access;<\/span><\/li><li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">false SLA breaches reported as a result of outages or errors of any Reclaim Hosting measurement system;<\/span><\/li><li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">client&#8217;s acts or omissions (or acts or omissions of others engaged or authorized by client), including, without limitation,<\/span><\/li><li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">custom scripting or coding (e.g., CGI, Perl, HTML, ASP, etc), any negligence, willful misconduct, or use of the services in<\/span><\/li><li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">breach of Reclaim Hosting&#8217;s Acceptable Use Policy;<\/span><\/li><li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">e-mail or webmail delivery and transmission;<\/span><\/li><li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">DNS (Domain Name Server) Propagation;<\/span><\/li><li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">outages elsewhere on the Internet that hinder access to your account. Reclaim Hosting is not responsible for browser or DNS;<\/span><\/li><li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">caching that may make your site appear inaccessible when others can still access it. Reclaim Hosting will guarantee only those areas considered under the control of or contract by Reclaim Hosting: Reclaim Hosting server links to the Internet, Reclaim Hosting&#8217;s routers, and Reclaim Hosting&#8217;s servers.<\/span><\/li><\/ul><\/li><\/ul><h3><strong>Problem escalation<\/strong><\/h3><p><span style=\"font-weight: 400;\">Tier 1 problem reports (end-user issues such as student and faculty inquiries) will typically be handled by client or client employees but may be escalated by the client to Tier 2 status.<\/span><\/p><p><span style=\"font-weight: 400;\">Tier 2 reports (questions about the operation of supported services, reports of software bugs, requests for feature additions, etc.) will be submitted to Reclaim Hosting via email. <\/span><\/p><p><span style=\"font-weight: 400;\">All emergency reports concerning web service availability, outages or other conditions that broadly affect the client\u2019s services shall be reported by email.<\/span><\/p><p><span style=\"font-weight: 400;\">All problem reports will be submitted by client employees to <\/span><span style=\"font-weight: 400;\">support@reclaimhosting.com<\/span><span style=\"font-weight: 400;\">. Email reports flow immediately into Reclaim Hosting\u2019s support channel and will be confirmed by return email. In the event that the client\u2019s services are inaccessible for a period of more than four (4) hours during operational business hours, Reclaim Hosting will arrange for a conference call with client staff members to discuss the situation and plan for recovery.<\/span><\/p><p><span style=\"font-weight: 400;\">Reclaim Hosting will also communicate known incidents at <\/span><span style=\"font-weight: 400;\">status.www.reclaimhosting.com<\/span><span style=\"font-weight: 400;\">.<\/span><\/p><h3><strong>Credit Request and Payment Procedures<\/strong><\/h3><p><span style=\"font-weight: 400;\">In order to receive a credit, client must make a request by sending an email message to <\/span><span style=\"font-weight: 400;\">support@reclaimhosting.com<\/span><span style=\"font-weight: 400;\">. Each request in connection with this SLA must include client&#8217;s name and the dates and times of the unavailability of client&#8217;s web service and must be received by Reclaim Hosting within ten (10) business days after client&#8217;s web service was not available. If the unavailability is confirmed by Reclaim Hosting, credits will be applied within two billing cycles after Reclaim Hosting&#8217;s receipt of client&#8217;s credit request.<\/span><\/p><p><span style=\"font-weight: 400;\">Notwithstanding anything to the contrary herein, the total amount credited to client in a particular month under this SLA shall not exceed the total hosting fee paid by client for such month for the affected services. Credits are exclusive of any applicable taxes charged to client or collected by Reclaim Hosting and are client&#8217;s sole and exclusive remedy with respect to any failure or deficiency in the Web Service Availability of client&#8217;s web services.<\/span><\/p><h3><strong>Backups<\/strong><\/h3><p><span style=\"font-weight: 400;\">Reclaim Hosting is pleased to offer JetBackup backups, an automated backup solution that will capture a copy of all files and databases regularly and give you the power to restore them at a granular level directly from the admin console. Backups are stored on an off-site server for security and peace of mind. Here\u2019s how it works:<\/span><\/p><p><span style=\"font-weight: 400;\">Within the JetBackup Manager, you will find several backups available to choose from. By default, we store 3 daily backups, two weekly backups, and two monthly backups\u00a0<\/span><span style=\"font-size: 1rem;\">but can set this higher based on backup storage quotas and needs. You can choose to either browse the folders within a particular backup to select specific content, browse your databases, download a full copy of the backup, or in extreme circumstances \u2029you can push a restoration of the entire backup back to your hosting account to revert every change that was made since the backup was created.<\/span><\/p><p><span style=\"font-weight: 400;\">\ufffcWhen browsing the contents of a backup you can granularly select specific files and folders that you want to recover. From the top menu you will have the option of either downloading a backup of the selected items, or restore those items back to your hosting account which will automatically push the items right back to your account and bring them online.<\/span><\/p><h3><strong>Maintenance<\/strong><\/h3><p><span style=\"font-weight: 400;\">Reclaim Hosting\u2019s support and maintenance services will provide ongoing support in the form of troubleshooting and resolving any issues that arise over the life of the contract in regards to the server\u2019s performance and the application(s) running thereon. We will also ensure that your hardware and software is regularly updated and patched to guarantee consistent performance. All updates and patches will be performed on the development server and pushed to production once it is established there are no issues or conflicts. Storage will be monitored, and we will be responsible for mitigating against Denial of Service Attacks and other potential threats to the server\u2019s uptime.<\/span><\/p><p><span style=\"font-weight: 400;\">Reclaim Hosting provides full SSH\/Secure FTP access to private servers in our virtual cloud as well as out-of-band console access for remote recovery. Additional project managers can be provided with secure access to resources and Reclaim Hosting will support a cooperative agreement to provide full access to the server operating system and software layer to the extent the client wishes to troubleshoot and manage their instance.<\/span><\/p><h3><strong>Security and Quality Assurance<\/strong><\/h3><p><span style=\"font-weight: 400;\">In order to ensure the highest assurance of quality service, we maintain our servers at secure, SOC2 compliant, industry-leading data centers in the U.S. with a 40Gb redundant network backbone. We conduct regular scans for system irregularities, data corruption and infected files. Our servers are configured to automatically update all web applications installed through our script installer nightly as well as WordPress plugins and themes while taking a backup in case of failure to ensure up-to-date code. Finally, we administer regular off-site backups of all of your content in the advent of data loss.<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-ec7607a elementor-align-center elementor-widget elementor-widget-button\" data-id=\"ec7607a\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"button.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<div class=\"elementor-button-wrapper\">\n\t\t\t\t\t<a class=\"elementor-button elementor-button-link elementor-size-sm\" href=\"https:\/\/drive.google.com\/file\/d\/1je5BR1faOFCOEdwZruJeTd1_Vj5rGD-T\/view?usp=sharing\">\n\t\t\t\t\t\t<span class=\"elementor-button-content-wrapper\">\n\t\t\t\t\t\t\t\t\t<span class=\"elementor-button-text\">Download .PDF Version<\/span>\n\t\t\t\t\t<\/span>\n\t\t\t\t\t<\/a>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>\u2190 Back to\u00a0Contracts Quick Links Download .PDF Version of Standard SLA End-User Support Service Level Agreement Example Incident Response Plan Data Processing Agreement Standard Service Level Agreement Standard Service Level Agreement This Reclaim Hosting Service Level Agreement (SLA) applies to clients that have contracted for web hosting or web services from Reclaim Hosting. As used &hellip; <\/p>\n<p class=\"link-more\"><a href=\"https:\/\/www.reclaimhosting.com\/contracts\/standard-sla\/\" class=\"more-link\">Continue reading<span class=\"screen-reader-text\"> &#8220;Standard Service Level Agreement&#8221;<\/span><\/a><\/p>\n","protected":false},"author":1,"featured_media":0,"parent":34166,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"elementor_header_footer","meta":{"footnotes":""},"class_list":["post-6995","page","type-page","status-publish","hentry"],"_links":{"self":[{"href":"https:\/\/www.reclaimhosting.com\/wp-json\/wp\/v2\/pages\/6995","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.reclaimhosting.com\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/www.reclaimhosting.com\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/www.reclaimhosting.com\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/www.reclaimhosting.com\/wp-json\/wp\/v2\/comments?post=6995"}],"version-history":[{"count":27,"href":"https:\/\/www.reclaimhosting.com\/wp-json\/wp\/v2\/pages\/6995\/revisions"}],"predecessor-version":[{"id":45163,"href":"https:\/\/www.reclaimhosting.com\/wp-json\/wp\/v2\/pages\/6995\/revisions\/45163"}],"up":[{"embeddable":true,"href":"https:\/\/www.reclaimhosting.com\/wp-json\/wp\/v2\/pages\/34166"}],"wp:attachment":[{"href":"https:\/\/www.reclaimhosting.com\/wp-json\/wp\/v2\/media?parent=6995"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}