SLA

A Service Level Agreement (SLA) is a contract or formal agreement between a service provider and a customer that defines the level of service the provider is expected to deliver. It outlines the specific services, performance metrics, responsibilities, and expectations for both parties.

1. Introduction

This Service Level Agreement (SLA) defines the level of service provided by OnliveInfotech to its clients. The purpose of this SLA is to clearly define:

  • Scope of services
  • Performance and uptime expectations
  • Support procedures
  • Response times
  • Responsibilities of both parties

2. Scope of Services

OnliveInfotech offers the following services (as applicable):

  • Web Hosting
  • VPS and Dedicated Server Hosting
  • Cloud Hosting & Managed Infrastructure
  • Website Development & Maintenance (PHP, WordPress, Custom)
  • Software Development
  • Domain Registration & DNS Management
  • Technical Support & Server Management

3. Service Availability & Uptime

OnliveInfotech guarantees:

  • 99.9% uptime on hosting and server infrastructure
  • 99% uptime on managed services and web systems (non‑hosted)
  • Scheduled maintenance will be notified 48 hours prior

4. Maintenance & Scheduled Downtime

OnliveInfotech will notify the client at least 48 hours in advance of:

  • Planned server maintenance
  • Software upgrades
  • Performance optimization windows

5. Exclusions

This SLA does not cover:

  • Issues caused by third‑party services not maintained by OnliveInfotech
  • DDoS attacks beyond mitigation scope
  • Client software configuration errors
  • Network outages outside OnliveInfotech infrastructure