Service Level Agreements
This service level agreement is an agreement entered into between Nervos LTD, at 574 Caverhill Crescent, Milton Ontario Canada L9T5K5 and the client purchasing the service.
HOSTING SERVICE LEVEL AGREEMENT
Definitions
Services – Any hosting package offered by Nervos LTD
Nervos guarantees an uptime of 99.9% at all times on our services. This excludes downtime because of planned maintenance and scheduled downtimes. In the event of either you will be notified 48 hours in advance via the email on file.
In the event of unplanned downtime that exceeds an hour, clients will receive compensation in the form of 1/30th of the total cost of the service per hour of downtime past the initial hour. This is up to a maximum of 100% of the total monthly service cost. Client will receive compensation in the form of a credit applied to their account and automatically applied in the next monthly pay cycle.
Network downtime is described by us as the inaccessibility of the service for any reason including, but not limited to hardware failure. This excludes downtime as a result of anything performed by the client. Network downtime is measured by the beginning of the ticket being opened regarding the outage to when the ticket is closed and the problem is resolved.
WORDPRESS WEBSITE HARDENING SERVICE LEVEL AGREEMENT
Definitions
Services – Any level of Wordpress website hardening offered by Nervos LTD
Nervos guarantees a basic level of security when services are purchased. We will implement security features such as prevention methods for brute force, DOS, automated backups sent to any email desired, and much more.
We guarantee our work for 3 months following the completion of the service. Services will commence within one week of purchase and can take up to 2 weeks following the start date. We will provide step by step documentation on the process, along with time log and documentation for what was completed.
If in the event the Wordpress site that has the service associated is attacked successfully within the first 3 months of the service completion date, we will redo the service and a full refund will be applied to the client’s account. This compensation will automatically be applied to the following month’s hosting cost.
WORDPRESS WEBSITE HARDENING SERVICE LEVEL AGREEMENT
Definitions
Services – Any level of Wordpress website optimization packages offered by Nervos LTD
Wordpress website optimization is designed for clients and their users to receive the most out of their website. This service will streamline code, reduce image sizes and apply caching to sites to provide the fastest load times possible so clients can access their webpages as fast as possible.
Nervos guarantees our work up to a maximum of 3 months following the completion of our services. If in the case the website slows due to incomplete optimization during the 3 months following completion, Nervos will completely redo the service free of charge and refund half of the service cost. This will be applied to the client’s account and will be automatically applied to the following month’s hosting cost.
The service will begin within a week following purchase and may take up to two weeks to complete. Clients will receive documentation regarding what was completed as well as a time log of the entire service.
We optimize websites using Google PageSpeed Tools. We strive to hit a minimum score of 80/100 on the Desktop analytics and 70/100 on Mobile analytics.