Web Hosting Service Level Agreement

1. Agreement Overview

This Agreement represents a Service Level Agreement ("SLA" or "Agreement") between Sioure USA Corp ("SE Technology", "us", "we", or "our") and our hosting customer for the provisioning of IT services required to support and sustain the product or service.

This Agreement remains valid until superseded by a revised agreement mutually endorsed by the stakeholders.

This Agreement outlines the parameters of all IT services covered as they are mutually understood by the primary stakeholders. This Agreement does not supersede current processes and procedures unless explicitly stated herein.

2. Goals and Objectives

The purpose of this Agreement is to ensure that the proper elements and commitments are in place to provide consistent IT service support and delivery to the Customer(s) by the Service Provider(s).

The goal of this Agreement is to obtain mutual agreement for IT service provision between the Service Provider(s) and Customer(s).

The objectives of this Agreement are to:

  • Provide clear reference to service ownership, accountability, roles and/or responsibilities.
  • Present a clear, concise and measurable description of service provision to the customer.
  • Match perceptions of expected service provision with actual service support & delivery.

3. Stakeholders

The following Service Provider(s) and Customer(s) will be used as the basis of the Agreement and represent the primarystakeholders associated with this SLA:

Web Hosting Service Provider(s): Sioure USA Corp (SE Technology). ("Provider")

Web Hosting Customer(s): Customer ("Customer")

4. Periodic Review

This Agreement is valid from the Effective Date outlined herein and is valid until further notice. This Agreement should be reviewed at a minimum once per fiscal year; however, in lieu of a review during any period specified, the current Agreement will remain in effect.

The Business Relationship Manager ("Document Owner") is responsible for facilitating regular reviews of this document. Contents of this document may be amended as required, provided mutual agreement is obtained from the primary stakeholders and communicated to all affected parties. The Document Owner will incorporate all subsequent revisions and obtain mutual agreements / approvals as required.

  • Business Relationship Manager: Sioure USA Corp
  • Review Period: Bi-Yearly (6 months)
  • Previous Review Date: May 5, 2021
  • Next Review Date: June 14, 2022

5. Service Agreement

The following detailed service parameters are the responsibility of the Service Provider in the ongoing support of this Agreement.

5.1 Service Scope

The following Services are covered by this Agreement;

  • Web Hosting
  • Connection to Web Server / FTP, Email Connections, Control Panel Connections

5.2 Customer Requirements

Customer responsibilities and/or requirements in support of this Agreement include:

Payment for all support costs at the agreed interval.

Reasonable availability of customer representative(s) when resolving a service related incident or request.

5.3 Service Provider Requirements

Service Provider responsibilities and/or requirements in support of this Agreement include:

Meeting response times associated with service related incidents.

Appropriate notification to Customer for all scheduled maintenance.

5.4 Service Assumptions

Assumptions related to in-scope services and/or components include:

Changes to services will be communicated and documented to all stakeholders.

6. Service Management

Effective support of in-scope services is a result of maintaining consistent service levels. The following sections provide relevant details on service availability, monitoring of in-scope services and related components.

6.1 Service Availability

Coverage parameters specific to the service(s) covered in this Agreement are as follows:

  • Telephone support : 9:00 A.M. to 5:00 P.M. Eastern Time Monday - Friday
  • Email support: Monitored (24 Hours a day, 7 days a week, 365 days per year) Sending an email to support from an email on your account creates a support ticket
  • Support Ticket Service Desk (24 Hours a day, 7 days a week, 365 days per year)
  • Support Website Chat (24 Hours a day, 7 days a week, 365 days per year)
6.2 Customer Requirements

In support of services outlined in this Agreement, the Service Provider will respond to service related incidents and/or requests submitted by the Customer within the following time frames:

  • 0-5 Minutes (during business hours) for issues classified as High priority.
  • Within 1 hours for issues classified as Medium priority.
  • Within 8 hours for issues classified as Low priority and require a lengthy fix.
  • Remote assistance will be provided in-line with the above timescales dependent on the priority of the support request.

7. Appendix A - Support & Unsupported services

Below are listed some of our supported and unsupported services we provide to our customers. Some of our services are beyond the range of our support team.

Supported Services Unsupported services
Hosting Support Services Computer Issues, Network connectivity Issues (e.g Antivirus, ISP, DNS)
Connection FTP/SFTP to server Email Client Setup (e.g Outlook, Thunderbird)
Connection issues to website Email configuration issues (On Email Client)
Connection issues to control panel FTP Client issues
Errors caused by server configuration
Bouncing email caused by IP Blacklisting or server configuration
Email Connection issues

8. Appendix B - Contact SE Technology

You may contact us for any queries relating to this document. We thank you for taking the time and consideration in our support limitations

Contact SE Technology Corporate