Service Level Agreement (SLA)
Last Updated: 2025
This Service Level Agreement (“SLA”) outlines the service commitments and responsibilities of Design Ur Site for hosting and digital services provided to our clients.
1. Uptime Guarantee
We guarantee a minimum of 99.9% uptime for our hosting services (Shared, VPS, Dedicated, Reseller), excluding scheduled maintenance.
- Uptime is calculated monthly.
- Scheduled maintenance is announced in advance where possible.
- Force majeure or external network issues are excluded.
2. Support Response Times
- High Priority (Outage / Server Down): 1–3 hours
- Medium Priority (Performance Issues): 6–12 hours
- Low Priority (General Questions): 24 hours
Support is available via email and support ticket.
3. Data Backups
- Backups are performed daily or weekly depending on the plan.
- Customers are responsible for maintaining their own backups as an additional safeguard.
- Backup restoration may incur a small fee depending on complexity.
4. Server Maintenance
We perform regular updates and maintenance to ensure optimal performance.
- Security patches
- Kernel updates
- Hardware upgrades
- Disk health monitoring
5. Customer Responsibilities
- Maintain secure passwords and credentials.
- Ensure applications, plugins, and CMS platforms are kept updated.
- Follow our Acceptable Use Policy (AUP).
6. SLA Exclusions
The SLA does not apply to:
- Client-caused issues (coding errors, third-party plugins, excessive resource use).
- DDoS attacks beyond our mitigation capacity.
- Force majeure events.
- Network outages outside our control (global carriers and upstream providers).
7. Credits
Service credits may be issued for verified downtime longer than our SLA, at our discretion.
8. Contact Us
Design Ur Site
Email: hello@designursite.com.au
Phone: +61 479 119 627