Service Level Agreement (SLA) for Web Hosting and Maintenance

1. Introduction
This Service Level Agreement (SLA) is entered into between Back9 Creative Studio (hereinafter referred to as “Back9”) and [Client Name] (hereinafter referred to as “Client”) to outline the terms and conditions governing web hosting and maintenance services provided by Back9.

2. Services Provided
Back9 agrees to provide the following services to the Client:

  • Web Hosting: Back9 will host the Client’s website on reliable servers with adequate resources to ensure optimal performance and uptime.
  • Website Maintenance: Back9 will perform regular updates, backups, security checks, and troubleshooting to maintain the functionality and security of the Client’s website.

3. Uptime Guarantee
Back9 guarantees a minimum uptime of 99.9% for the Client’s website, excluding scheduled maintenance.

4. Support
Back9 will provide technical support to the Client during regular business hours (9:00 AM to 5:00 PM, Monday to Friday, NZ time). Support requests can be submitted via email to hosting@back9.co.nz. Back9 will respond to support tickets within 1hr during business hours.

5. Payment
The Client agrees to pay Back9 the agreed-upon fee for web hosting and maintenance services. Invoices will be issued on a quarterly basis and are due within the agreed payment terms based on the invoice date.

6. Termination
Either party may terminate this agreement with 1 month’s written notice. In the event of termination, the Client will be responsible for settling any outstanding invoices, including the standard fee of $99 + GST to package up website files and remove the website and any associated files from the Back9 Servers.

7. Confidentiality
Both parties agree to keep all information exchanged during the course of this agreement confidential.

9. Amendment
This SLA may be amended by mutual agreement of both parties. Any amendments must be made in writing and signed by authorised representatives of both parties.

10. Governing Law
This agreement shall be governed by and construed in accordance with the laws of NZ

11. Entire Agreement
This SLA constitutes the entire agreement between Back9 and the Client regarding web hosting and maintenance services and is supplementary to our standard terms and conditions