Service Level Agreement

Web Hosting SLA
Service Level Agreement
This agreement describes the standard level of service that all website hosting customers can expect from Redpool LTD. It attempts to quantify the levels of service that all hosting customers can expect, and the remedies we offer if we fail to provide service at those levels.

Redpool LTD provides a reactive hosting service for all websites and offer a 99% uptime. We do not constantly check the websites we host to ensure they are functioning correctly as routine use, maintenance and software updates can affect website functions. It is therefore the responsibility of the client to check their website is operating as it should.

99.9% Network and Servers Uptime
Redpool LTD guarantees that the customer’s website, which is hosted on the Redpool LTD Kenya Ltd 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 and owned by Redpool LTD, excluding scheduled or emergency maintenance.

Scheduled Maintenance means any maintenance in the Redpool LTD network/servers of which the customer is notified at least 5 days in advance. Emergency Maintenance means any maintenance in the Redpool LTD network/servers that:
(a) in Redpool LTD’s sole discretion, is necessary to avoid an immediate threat to the Redpool LTD networks/servers or Customer’s server and
(b) of which the Customer is notified.

Response times
Customer & technical support is provided by Redpool LTD on a first-come, first-served “best effort” basis. We aim to at least acknowledge, if not fully answer, all emails to our advertised support address (info@redpool.co.ke) within 4 working hours.
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.

Exceptions
The Customer shall not be entitled to any credit hereunder if any network downtime is caused by:
(i) actions of the Customer or others authorised 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) denial of service attack, hacker activity, or other malicious event or code targeted against Redpool LTD or a Customer, or
(v) failure of any network or Internet Infrastructure not owned or managed by Redpool LTD
(vi) If the Customer has more than one website hosted on Redpool LTD networks or servers, then a claim may be accepted for one hosted website.

Hosting Fees
The cost of Redpool LTD’s Hosting Package is included within the web build proposal. As default, this includes:
– Setting up / configuring the server space
– Hosting for one year
– SSL certificate
– WordPress updates*

*WordPress updates
WordPress, as well as some plug-ins, irregularly releases software updates and Redpool LTD will make updates to a Customer’s site so that it can continue to perform well upon our servers. The updates will be made during periods of downtime and we expect this to occur 4-8 times per year.
WordPress updates shall only be provided if a Hosting or Web Maintenance Package has been purchased.
Please note, Redpool LTD cannot be held responsible for any issues caused directly or indirectly by an update release to WordPress or a plug-in.

Web Maintenance Packages
For when the basic Hosting Package is not enough, Redpool LTD offer web maintenance packages with different levels of support to meet the ongoing needs of a website. The cost of each option will be included within the initial web build proposal.
Web Maintenance means any ongoing content or coding updates, functionality ‘fixes’ & support that server to maintain the ongoing efficiency of the site.

Commencement
By accepting the web proposal, the Customer accepts the fees and that:
(i) their website will be built in accordance with the specification of our servers
(ii) the server space will be set up accordingly
(iii) their website shall be hosted on the Redpool LTD servers

Website hosting commences and becomes chargeable once the server space has been set up and is hosting a Customer‘s (development) web files. This is done in advance of website launch date as we need to create an area for the (test) site to be worked on.

Renewals
Redpool LTD’s hosting service runs annually. It is automatically renewed each year with an invoice sent 3-4 weeks in advance of renewal date.
For administration reasons, the official renewal date is set as the first day of the month in which the server space was originally set up and web files added.

Cancellations
The Customer is free to cancel the hosting service at any time and this should be done in writing.
At the time of renewal, should the Customer no longer wish for Redpool LTD to renew the hosting service, we request a minimum notice period of two weeks prior to renewal date. If no notice is provided, it will be assumed that you do wish the web hosting to be renewed and are in agreement with the terms for the following year.
Should Redpool LTD be informed after this notice period, this may lead to a delay in the transfer of web files to another hosting supplier. Redpool LTD cannot be held liable for any loss (financial or otherwise) to the Customer any transfer delay may cause.

External Hosting Service
Redpool LTD does not, as standard, provide a hosting service for any website built by a company other than ourselves. However, in the event that we do offer such a hosting service, the website would be hosted on a virtual machine selected & set up by ourselves (as opposed to Redpool LTD’s own shared servers).
We aim to provide similar terms to the above but with certain exceptions, including:

Renewals: an invoice will automatically be sent 2-4 weeks in advance of the renewal date.
Termination: should a Customer wish to terminate the hosting agreement, they may do so at any time in writing. In the event of the Customer not wishing to renew, we require written notice a minimum of one full week prior to the renewal date.
Refunds: Redpool LTD does not offer a pro-rata refund for any unused months following a termination of external website hosting.
Alternative Hosting
Should the Customer not wish for Redpool LTD to provide any hosting service they should inform Redpool LTD as soon as possible and certainly prior to the server space being set up as they will incur costs otherwise.

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, Redpool LTD cannot be held responsible for any security or compatibility issues their website will face on an alternative server.
If Redpool LTD is informed the Customer wishes for their website to be hosted elsewhere, Redpool LTD will place the development site on a pre set-up, staging area of their own servers.

Transfers
Should a transfer of hosting service be requested, we are happy to package and send to you the website files (and database). Alternatively, we can upload directly to the alternative server space should this be preferred.
Following the web file transfer we will remove the development web files from our server space.
The transfer (and removal) will incur an additional fee.