Service Level Agreement (SLA) for Customers with Website Maintenance Plans
This SLA is only applicable for Krome’s Customers with WordPress based websites.
Krome uses WP Engine for WordPress based websites. WP Engine provides an industry-leading product. Krome is pleased to support our website maintenance plans with this Service Level Agreement (“SLA”). This SLA is incorporated into Customer’s Agreement(within the accepted quotation) with us, and made a part of it. Terms not defined in this SLA have the definitions set out in the Agreement. The remedies set out in this SLA are Customer’s sole and exclusive remedy for issues covered by the SLA. While we will not modify this SLA arbitrarily, we may do so from time-to-time. Should we make a change to this SLA, we shall notify Customer by email. The notification will set out the effective date of any changes. It is important that Customer review the SLA completely.
Website Service Availability
Our hosting partner, WP Engine will provide service availability of 99.95% (“Service Availability”), calculated on a calendar month basis. The Service Availability will be calculated as follows:
[Total number of minutes Service is available in a calendar month
DIVIDED BY
(Total number of minutes in a calendar month LESS Excused Downtime)]
Website Restoration
In the unlikely event of website being compromised or attacked, Krome will restore the website within 1 working day from any of the past 30 days of backup. Customer must make a request in writing to Krome via email.
How to receive SLA credits
Customer will receive a credit of five percent (5%) of Customer’s monthly fee for each hour in which we fail to meet the Service Availability for such month (“SLA Credits”). In order to receive SLA Credits, Customer must make a request in writing to Krome via email within 30 days of the event giving rise to such SLA Credits. SLA Credits are based on our monitoring, may not exceed the total amount of recurring fees Customer has paid to us for the month in which we failed to meet the Service Availability, are forfeited at the expiration or termination of the Agreement, may not be aggregated, and will not be paid in cash.
Excused Downtime
“Excused Downtime” means:
a. scheduled outages or Force Majeure events;
b. downtime caused by a non-standard environment, Customer machine access, Customer’s violation of the Agreement including Customer authored code or changes to the Site or Services by parties other than Krome, or use that exceeds Customer’s plan capacity (e.g. visitors that exceed the limit for the Customer’s plan);
c. emergency maintenance (e.g. in order to apply a patch to address a security vulnerability); and
d. maintenance that is performed during the below schedule.
Service Maintenance Times
Monday through Sunday
10:00 pm to 4:00 am (Central Time – Austin, United States)
Content Delivery Network
Applicable for Customer with subscribed to Content Delivery Network (CDN)
While most continents are available, we would like to make known to our customers that our CDN provider do not have an edge location within China. This does not mean Customer’s website is not accessible in China.