Service Level Agreement (SLA)

Product: WordPress Hosting & Maintenance (Tier 1 • Tier 2 • Tier 3)
Provider: METANOW SHPK (“Provider”)
Client: The end customer purchasing the Service (“Client”)

1. Scope

This SLA governs availability, support response, and remediation for one (1) WordPress website hosted and managed by Provider on a high-performance platform, with maintenance and support as defined per Tier.

2. Service Tiers

Area	Tier 1	Tier 2	Tier 3
Update cadence	Monthly	Weekly	Twice weekly
Initial Response	≤ 2 bus. days	≤ 12 bus. hours	≤ 4 hours (24/7)
RTO / RPO	12h / 24h	8h / 12h	4h / 4h

3. Availability Commitment

Monthly Uptime: Tier 1: 99.90% | Tier 2 & 3: 99.95%

Uptime is measured at the HTTP(S) endpoint of the Client site using multiple global probes, excluding Planned Maintenance and Exclusions.

4. Planned Maintenance

Standard Window: Saturdays 22:00–02:00 server local time.
Notice: ≥ 48 hours via status page or email.

5. Backups & Restore

Daily automated backups are retained for 30 days. Restores are available on-demand via support requests. Backups exclude external assets not stored on the local environment.

6. Incident Severity

P1 – Critical: Complete outage or critical security incident.
P2 – High: Major feature impaired; intermittent availability.
P3 – Standard: Non-urgent bugs or routine requests.

7. Security & Performance

Provider utilizes Web Application Firewalls (Tier 3), malware scanning, and automated updates. Performance tuning includes caching, CDN configuration, and database optimization per Tier.

8. Service Credits

Uptime Achieved	Service Credit
99.90% to < 99.95%	5% of monthly fee
99.50% to < 99.80%	20% of monthly fee
< 99.50%	30% of monthly fee

9. Exclusions

This SLA does not cover downtime resulting from Client-side code changes, DNS expiry, Force Majeure events, third-party API failures, or exceeding resource quotas (CPU/RAM/Storage).

10. Client Responsibilities

Keep all credentials secure and enable MFA.
Report incidents through authorized support portal channels.
Ensure billing accounts are current to remain eligible for SLAs.

11. Termination

Either party may terminate per the Master Services Terms. Upon termination, data is retained for up to 15 days before deletion.

12. Contact

Metanow Cloud Support, operated by METANOW SHPK
Email: [email protected]
Website: https://cloud.metanow.com