Service Level Agreement
This agreement describes the standard level of service that all customers can expect from WebiSage. It attempts to quantify the levels of service that all customers can expect, and the remedies we offer if we fail to provide service at those levels.
WebiSage provides billing services on behalf of Services Providers to provide Website design services and hosting for customers. We monitor server health 24/7, maintain server quality and security. We do not constantly check individual websites or individual customer accounts unless on special request of the customer.
You or your website developer/designer or 3rd party service provider is responsible to ensure that your website's maintenance and software updates are performed and done correctly. It is therefore the responsibility of the client to check their website is operating as it should. This also means that we do not take responsibility for any malware, loss of information and other problems that result from hacking and the loss of information.
99.9% Network and Servers Uptime
WebiSage guarantees that the customer’s package, which is hosted on the WebiSage network and Servers, will be available 99.9% of the time, excluding maintenance, as defined below.
Network downtime is defined as the Customer’s hosted website being unable to be viewed or accessed through the Internet, caused by failure of network equipment managed by WebiSage, excluding scheduled or emergency maintenance.
99.9 - 100% 0% credit 99.7 - 99.8% 10% credit = 3 days 99.5 - 99.6% 25% credit = 8 days 99.3 - 99.4% 50% credit = 15 days 99.0 - 99.2% 75% credit = 23 days 98.9% and below 100% credit = 1 month
Scheduled Maintenance means any maintenance in the WebiSage network/servers of which the customer is notified at least 5 days in advance. Emergency Maintenance means any maintenance in the WebiSage network/servers that:
(a) WebiSage's sole discretion, is necessary to avoid an immediate threat to the WebiSage networks/servers or Customer’s server.
(b) WebiSage reserves the right to terminate or suspend customer accounts that pose a threat to server quality without the consent of the account holder.
Response times:
Customer & technical support is provided 24/7 by our teams through our support area which is available in the customers client area.
We aim to answer the phones during working hours, but under times of high demand or staff sickness, may defer to an answering service where we promise to return all messages as soon as possible.
Refund policy:
All refunds are paid out in the form of WebiSage Credit.
The Customer shall not be entitled to any credit hereunder if any network downtime is caused by:
(i) Actions of the Customer or others authorized by the Customer to use the service under the Agreement.
(ii) Customer application, software, or Customer’s operating system failure.
(iii) the result of network maintenance activity, (iv) server attacks, hacker activity, or other malicious event or code targeted against WebiSage or a Customer.
(v) failure of any network or Internet Infrastructure not owned or managed by WebiSage.
(vi) Domains and products that contain a domain are non-refundable.
Billing Services:
WebiSage provides billing services for customers on behalf of digital service providers. Subscription packages contain a group of products and/or services which are provided by multiple service providers.
Service providers are paid after a delay of 7 days in the case of complaints or unfair practice.
The cost of WebiSage's service packages may include the deposit required for a service provider to begin their Website Design services.
WebiSage payment options run monthly, bi-annually and annually. It is automatically renewed by our automation systems via payment gateways. If payment is not automatically run, it is the responsibility of the Customer to make payment for the services and/or products that they have purchased.
Cancellations
By default our Customers are free to cancel at any time unless the package, product or service has special rules.
WebiSage cannot be held liable for any loss (financial or otherwise) to the Customer any transfer delay may cause.
Refunds
A part refund (up to the value of 50%) of the hosting fee will be credited to the Customer if they cancel the web hosting service during the first 7 days of a hosting period, in the form of WebiSage credit:
The cancellation must be done within the client area by the Customer.
Renewals:
An invoice will automatically be sent in advance of the renewal date.
Termination:
Should a Customer wish to terminate the hosting agreement, they may do so at any time.
Transferring to another hosting provider:
It is the responsibility of the Customer to ensure the alternative server will be set up correctly to host their website. Whilst we will work with the Customer to ensure all works smoothly, WebiSage cannot be held responsible for any security or compatibility issues their website will face on an alternative server.
DOMAIN NAMES
WebiSage are happy to source, register & manage your domain names within our control panel.
You are the legal owner of the domains that you purchase on our platform.
If the domain is not already included in the package. Domain renewal occurs either once a year or every two years. Non-payment may result in the domain not being renewed and becoming available for others to purchase.
The Service level agreement runs in conjunction with WebiSage's standard terms and conditions.
Definitions:
“WebiSage”, “WS”, “we”, “us”, “our” means WebiSage.
“Service” means any hosting or connectivity service offered by WebiSage, including but not limited to Hosting Services or Dedicated Hosts, Support and maintanence agreements.
“Customer”, “you”, “your” means you, the person or persons in whose name(s) a service is maintained by.
“Technical contact”, "Service provider", digital service provider", "website designer", website developer","website designer/developer" means a person or persons nominated by the Customer with whom WebiSage can discuss all matters of a technical nature relating to the Service as well as given special access to the customers products and services.
“Working hours” means 9.00am to 5.30pm, Monday to Friday, excluding holidays.
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