Service Level Agreement (SLA)

Last updated October 25, 2026. For existing clients, these terms take effect with your next renewal.

This Service Level Agreement explains what Osmond Technologies, LLC commits to for the websites we host, how quickly we respond when something goes wrong, and what falls outside our control.

1. How Our Hosting Works

Your website runs on servers operated by a professional hosting provider in their data center. Osmond Technologies, LLC manages the hosting account and the websites on it: setting them up, monitoring them, backing them up, and fixing problems.

The provider is responsible for the physical servers, power, cooling, and network inside their data center.

2. Availability

We work to keep your website available at all times, but no website can be online 100% of the time.

Outages caused by the hosting provider's equipment, power, or network are covered by the provider's own service guarantee. If the provider issues us a credit for an outage that affected your website, we'll pass your share of that credit along to you as a credit toward your next renewal.

3. What We Do

• Monitoring: your website is checked automatically, and we're alerted when something goes wrong. We often know about a problem before you do.
• Backups: every website is backed up as described in our Backup Policy.
• Updates: Managed Services websites receive updates as described in our Managed Services Agreement. Standard Hosting websites do not.

Monitoring is provided on a best-effort basis and does not guarantee that every problem will be detected.

4. Response Times

We respond to support requests within one business day. Our business hours are Monday through Friday, 9 AM to 5 PM Central Time, excluding holidays.

If your website is down, it goes to the front of the line. We start working on it as soon as we're aware of the problem, and we keep at it until your website is back.

"Respond" means we've acknowledged your request and started working on it. Some problems take longer to fully resolve, especially when the cause is outside our control—such as a hosting provider outage, a third-party plugin, or a domain managed elsewhere. We'll keep you updated until it's fixed.

Managed Services clients receive priority over other requests.

Work requested outside business hours, other than an outage, may be billed at an after-hours rate agreed on in advance.

5. Maintenance

Occasionally we or the hosting provider need to perform maintenance, such as server updates. We schedule maintenance late at night, Central Time, and keep it as short as possible. When we know about maintenance in advance, we'll let you know.

6. What's Outside This Agreement

We are not responsible for downtime, errors, or lost data caused by:

• changes made by you, your staff, or anyone you've given access to, including installing plugins or themes or editing code
• third-party plugins, themes, or services (see our Third-Party Software & Plugins Policy)
• domain names or DNS settings managed somewhere other than Osmond Technologies, LLC
• internet outages, attacks on the wider internet, or problems with your own internet connection or devices
• natural disasters, fire, flood, war, government action, or other events beyond our reasonable control
• suspension of service for nonpayment or violation of our Terms of Service

7. Limits

Credits passed along under Section 2 are the only remedy for downtime. Our total liability is limited as described in our Terms of Service.