Service Level Agreement

Estalytics Ltd trading as Stalytics

Last Updated: October 2025

Document Version: 2.0

This Service Level Agreement ("SLA") is an addendum to the Master Terms & Conditions (the "Principal Agreement") between Estalytics Ltd (trading as Stalytics), ("Stalytics", "we", "us") and the Client ("you").

This SLA applies to the "Managed Hosting & Support Plan" service (the "Service") and outlines the standards of service you can expect from Stalytics. The latest version of this SLA is available at stalytics.com/privacy/sla.

1. Definitions

  • "Business Hours" means Monday to Friday, from 9:00 am to 5:00 pm UK time, excluding public holidays in England and Wales.
  • "Official Support Channel" refers to requests submitted via email to support@stalytics.com.

2. Service Scope

This SLA applies to clients subscribed to the "Managed Hosting & Support Plan." The Service includes the following:

  • Premium Cloud Hosting: Providing a fast, reliable, and secure hosting environment for the Client's website.
  • Uptime Monitoring: Continuous monitoring of the website's availability.
  • Managed Security: Maintaining a secure server environment to protect against common online threats.
  • Technical Support: Providing support for issues related to the website's core functionality and hosting environment, as defined in Section 3.2.
  • Minor Content Updates: Performing small content changes as requested by the Client, subject to fair use (typically up to 30 minutes per month).

3. Service Levels

3.1. Uptime Guarantee

Stalytics guarantees a 99.5% uptime for the website hosting services under our direct management. Uptime is calculated on a monthly basis.

Exclusions: This guarantee excludes downtime resulting from:

  • Scheduled or Emergency Maintenance (see section 5).
  • Client-side actions, including code modifications.
  • Third-party service failures (e.g., domain registrar, DNS provider).
  • Force Majeure events as defined in the Principal Agreement.

Service Credits: If uptime falls below 99.5% in any given month, the Client will be eligible for a service credit of 5% of their monthly maintenance fee for each full 1% of downtime below the guarantee. In no case shall the total service credit in any month exceed the Client's total monthly fee for the Service.

3.2. Support Response Times

Stalytics will respond to support requests submitted via the Official Support Channel within the timeframes defined below. Support requests received outside of business hours will be treated as received at the start of the next Business Day.

Issue Priority Description Target Response Time
Urgent Website is down, critical functionality is broken (e.g., checkout, forms). 2 Business Hours
High Significant functionality is impaired but the site is generally accessible. 4 Business Hours
Normal Minor issues, content update requests, or general queries. 1 Business Day

4. Backups and Restoration

  • Frequency: Full website backups will be performed daily.
  • Retention: Backups will be retained for a period of 30 days.
  • Restoration: In the event of data loss or website failure, the Client can request a restoration from a backup. The target time to initiate a restoration is within 4 business hours of the request. Restoration is subject to the availability and integrity of the backups. Stalytics is not liable for data loss beyond the 30-day retention period.

5. Maintenance

  • Scheduled Maintenance: Stalytics may need to perform scheduled maintenance that could cause temporary service interruptions. We will provide at least 48 hours' notice for any scheduled maintenance expected to cause downtime. Maintenance will, wherever possible, be conducted outside of standard business hours to minimise impact.
  • Emergency Maintenance: Emergency maintenance required for critical security reasons may be performed without prior notice.

6. Client Responsibilities

To enable us to meet these service levels, the Client agrees to:

  • Provide Stalytics with the necessary access credentials to the website and hosting environment.
  • Submit all support requests through the Official Support Channel.
  • Provide clear and detailed information when reporting an issue.
  • Refrain from making unauthorised changes to the website's core files or configuration that could impact its stability.

7. SLA Review

This SLA will be reviewed annually and may be updated to reflect changes in services or technology. The Client will be notified of any material changes.