Hosting Service Level Agreement (SLA)
This SLA document is intended to outline the level of support and service uptime Sengii can provide for your business.
We use various providers for hosting, depending on needs and application. All providers used are in Tier 4 datacenters with redundant ISP and power requirements. All providers guarantee 99.9% uptime.
In addition we may have minor downtime from the following:
- Patching services
- Infrastructure changes
Downtime SLA Exclusions
Many possible situations are completely beyond the control of Sengii, and therefore are not in the scope of this SLA. These situations include:
- Hosting Provider Maintenance Operations.
- Software Maintenance: An important part of managing a server is keeping the software up to date. Occasional software updates will be required to address security or performance issues. Usually you will experience little or no downtime in these situations.
- Malicious Attacks: If a third party not associated with Sengii initiates a “Denial of Service” or other form of disabling attack against your server or major portions of our network, Sengii will do everything in its power to stop the attack, but cannot guarantee a resolution time.
Downtime not associated with exclusions listed above can be compensated in the amount equivalent to what is paid in hosting. For example, if you take the amount of hosting cost paid one month, divided by the number of minutes in one month, then multiply that by the number of minutes of down time experienced, you may be refunded that amount upon request.
Backups and Data Archiving
Sengii hosting includes active backups of all website assets every 15 minutes. Database files are backed up every 24 hours and archived for 7 days. If required databases may be backed up at more frequent intervals using partial backups.
Loss of Business
Sengii hosting services cannot be responsible for major loss of business/income. It is recommended that you purchase Business Interruption Insurance if there is a high level of concern regarding uptime beyond 99.9%. Alternatively Sengii hosting supports geographic redundancy; however, this requires double the infrastructure and therefor double the hosting costs. This is available upon request to get as close as possible to 100% uptime.
Security
Sengii patches and performs best practices in regards to data and software security. Due to the nature of technological change and access, we cannot guarantee absolute security. It is recommended that you purchase Business Interruption Insurance if there is a high level of concern regarding security and data breaches. Sengii and its closest business affiliates have never experienced a security issue or data breach with any software, service, or server.
