Society Solution Hosting Service Level Agreement (SLA)

This SLA document is intended to outline the level of support and service uptime Society Solution can provide for your business.

We guarantee within the parameters outlined in the Microsoft Azure SLA (99.9% uptime): http://azure.microsoft.com/en-us/support/legal/sla/

In addition we may have minor downtime from the following:

  • Patching services
  • Infrastructure changes

Downtime SLA Exclusions

Many possible situations are completely beyond the control of Society Solution, and therefore are not in the scope of this SLA. These situations include:

  • Microsoft Azure Maintenance Operations (refer to their SLA linked above).
  • Software Maintenance: An important part of managing a server is keeping the software up to date. Occasional software updates will be required to address security or performance issues. Usually you will experience little or no downtime in these situations.
  • Malicious Attacks: If a third party not associated with Society Solution initiates a "Denial of Service" or other form of disabling attack against your server or major portions of our network, Society Solution will do everything in its power to stop the attack, but cannot guarantee a resolution time.

Downtime not associated with exclusions listed above can be compensated in the amount equivalent to what is paid in hosting. For example, if you take the amount of hosting cost paid in a month, divided by the number of minutes in a month, then multiply that by the number of minutes of down time experienced, you may be refunded that amount upon request.

Backups and Data Archiving

Society Solution hosting includes active backups of all website assets every 15 minutes. Database files are backed up every 24 hours and archived for 7 days. If required databases may be backed up at more frequent intervals using partial backups.

Loss of Business

Society Solution hosting services cannot be responsible for major loss of business/income. It is recommended that you purchase Business Interruption Insurance if there is a high level of concern regarding uptime beyond 99.9%. Alternatively Azure hosting supports geographic redundancy; however, this requires double the infrastructure and therefor double the hosting costs. This is available upon request to get as close as possible to 100% uptime.