Service Level Agreement

Updated: May 9, 2021

This Williams Web Solutions Service Level Agreement (“SLA”) applies to all shared hosting clients. This agreement serves as a supplemental agreement to our Terms of Use agreement to identify specific concerns. This SLA does not serve independently from our Terms of Use policy and by agreeing to this SLA The Client also agreeing to our Terms of Use policy as well.

“The Client" refers to a Williams Web Solutions client. "The Company" refers to Williams Web Solutions.

This SLA may be amended at any time by Williams Web Solutions.

Infrastructure

Williams Web Solutions’ network is defined as the lease or resale of servers, software, services, and/or equipment from two data centers located in the United States. Based on need or demand, Williams Web Solutions may increase our infrastructure to include other data centers located in the United States or Canada to provide optimal service levels, speed, and reliability.

Network

Our two data centers guarantee network availability of 99.999% uptime in any given month. This means that the core networking components within our data centers are available through a global internet 99.999% of the time. The Company guarantees that the datacenters, HVAC and Power into the datacenters, UPS’s, ATS’s and Generators will be functioning 99.999% of the time in any given month. Network uptime is defined as accessibility major networking components serving packets within the network via the global internet 99.999% of the time.

Security

Williams Web Solutions will make every effort to protect shared web and email servers to protect against known vulnerabilities; however, if a compromise is detected The Company will aim to remedy the vulnerability as quickly as possible and restore secure service. It is the Client's responsibility to maintain a current backup copy of their website and the Company encourages the Client to do this. This back up will be used to restore the website in the event of a breach. Williams Web Solutions is not financially or otherwise responsible for any security breaches.

Shared Email Hosting

Williams Web Solutions aims to provide high quality, reliable, and fast email service. Occasionally, minor service interruptions and/or disruptions of former service will occur when maintenance is required. Examples of interruptions/disruptions of service include:

Possible outages, interruptions, disruptions that do not result in a credit toward your service include:

• Scheduled Maintenance – Occasional maintenance will be required on the server such as Windows updates or updates/upgrades of software (such as MailEnable, MXScan, etc.) in order to maintain optimal performance. These updates may require the server/s to be rebooted. The Company attempts to perform these outages during non-peak hours in order to minimize disruption. The Company will also provide as much advanced notice as possible.
• Scheduled Network Maintenance – Williams Web Solutions or our data centers may have to make changes or improvements to the network. The Company attempts to perform these outages during non-peak hours in order to minimize disruption. The Company will also provide as much advanced notice as possible.
• Migration – Williams Web Solutions will occasionally have to migrate the data from one server to another server. The Company attempts to perform these outages during non-peak hours in order to minimize disruption. The Company will also provide as much advanced notice as possible.
  It is possible that The Client manages their own DNS. In this case the Client will be required to update IP addresses for the website and/or email to operate normally. Service interruption might occur while awaiting for the records to update and/or DNS propagation.
  Client may also experience momentarily inaccess to accounts or emails/contacts being lost and restored due to either clearing index files or restoring from backups. Although we desire to work tirelessly to restore full service promptly, delays may occur and we ask the Client to be patient until their concern/request has been responded.
• Bug issues – During rollouts of new mail server software, certain features or methods used to access email, compose an email, read/compose/reply to an email may be impacted. The Company will work with the software manufacturer and remedy the problem as quickly as possible. This also includes clearing index files to allow emails and contacts to be restored in their respective accounts/folders.

Shared Website Hosting

Williams Web Solutions aims to provide high quality, reliable, and fast website hosting service; however, the Client could experience minor service interruptions and/or disruptions of former service. The following are examples of possible interruptions/disruptions of service:

Possible outages, interruptions, disruptions that do not result in a credit toward your service include:

• Scheduled Maintenance – Occasionally maintenance will be required on the server such as Windows updates or updates/upgrades of software (such as Microsoft SQL Server, ServU, etc.). These updates may require the server/s to be rebooted. The Company attempts to perform these outages during non-peak hours in order to minimize disruption. The Company will also provide as much advanced notice as possible.
• Scheduled Network Maintenance – Williams Web Solutions and associated data centers could have to make changes or improvements to the network. The Company attempts to perform these outages during non-peak hours in order to minimize disruption. The Company will also provide as much advanced notice as possible.
• Migration – From time to time Williams Web Solutions will have to migrate the data from one server to another server. This will result in a brief outage (as brief as possible). The Company attempts to perform these outages during non-peak hours in order to minimize disruption but it cannot guarantee no interruption of services. The Company will also provide as much advanced notice as possible.
  It is common that the Client may manage their own DNS. If so, The Client will be required to update IP addresses for The Client's website and/or email to operate normally. At that time the Client's service will be interrupted while waiting for the records to update and/or DNS propagation.
  Some websites require further attention than copying the files from one server to another. If a migration/restoration is involved and requires the aid of a developer or “expert” to get the site going again, the Client could be invoiced to compensate any fees incurred.
• Bug issues – Williams Web Solutions believed in security and stability of our associated servers. As such the Company routinely and commonly applies updates for the Windows server and Microsoft-based applications. If these updates result in any abnormalities, the Company will address them immediately.

Further Responsibilities

Domain and SSL Registration/Renewal

It is the Client's responsibility to maintain an active domain. If the domain is not renewed, service may be interrupted and domain names could be lost. If the Client purchased a domain through Williams Web Solutions, the Company will notify clients by invoice 6 to 8 weeks prior to renewal. The Client must remit payment on or before the due date to avoid interruption of service, loss of the domain, and/or further penalties for not renewing the domain on time.

Invoices/Payment

It is the Client's responsibility to remit payment as promptly as possible upon receipt of the invoice no later than a week prior to the due date indicated on the invoice. Prompt payment insures server/service availability. Non-remittance of payment on time may result in suspension of server/service or permanent loss of service/server including the loss of all data and material on the server (if the Client is using the Company's VPS and dedicated servers).