Service Level Agreement

This Service Level Agreement applies to EazWorld's web hosting service and sets out our uptime commitment, what is excluded from it, our support response targets, and the remedy available if we fail to meet our commitment. It forms part of our Terms of Service.

EazWorld's hosting runs on infrastructure provided by an upstream hosting provider as part of a reseller arrangement. Our commitment to you can never be higher than what that provider commits to us — we are passing their guarantee through, not inventing our own.

We aim for hosted websites and email to be available 99.9% of the time in each calendar month, measured against the exclusions in section 3. This matches the uptime guarantee published by our upstream reseller hosting provider — we commit to no more than what they commit to us.

If our upstream provider ever changes its published guarantee, we will update this figure to match.

The uptime commitment in section 2 does not cover downtime caused by:

• Scheduled maintenance, where we give at least 24 hours' notice by email.
• Issues caused by your own website, application, plugin, or configuration — including code that overloads shared resources.
• DNS, domain, or third-party service issues outside our hosting infrastructure.
• Events outside the reasonable control of EazWorld or our upstream provider, including internet backbone failures, power outages, natural disasters, or government action.
• Suspension of your account for non-payment or a breach of our Acceptable Use Policy.

Downtime caused by our upstream provider's own infrastructure, where it falls within what they guarantee to us, is covered by this SLA — see section 2.

We aim to respond to support requests within the following targets, based on severity:

• Critical — your website or hosting account is completely down: target first response within 4 hours.
• High — a major feature is broken (e.g., email not sending, checkout failing): target first response within 8 hours.
• Normal — a non-urgent issue affecting part of your service: target first response within 1 business day.
• Low — a general question or minor request: target first response within 2 business days.

"First response" means we acknowledge your request and begin working on it — it is not a promise that the issue will be fully resolved within that window.

If we fail to meet the uptime commitment in section 2 in a given calendar month, you may claim a service credit against your next hosting invoice — not a cash refund. The credit is based on how far actual uptime fell short of our commitment:

• Shortfall of up to 1 percentage point: 10% of that month's hosting fee credited.
• Shortfall of 1–5 percentage points: 25% of that month's hosting fee credited.
• Shortfall of more than 5 percentage points: 50% of that month's hosting fee credited.

Service credits are the sole and exclusive remedy for a missed uptime commitment under this SLA.

To claim a service credit, email info@eazworldgh.com within 14 days of the outage with your account details and the dates and times affected. We will verify the claim against our own monitoring and, where valid, apply the credit to your next invoice within 5 business days.

For questions about this Service Level Agreement: