At SonicHost we understand that the functionality of your website is crucial. We take your trust with SonicHost very seriously.
Therefore we’ve established a very reliable Service Level Agreement (SLA) on which our all International and local clients can rely. SonicHost’s henceforth document is an unbroken agreement between you, the customer, and SonicHost. It addresses our responsibility and a money-back-guarantee if SonicHost’s responsibilities are not met. We provide this type of assurance to make our customer feel at ease with their decision to use SonicHost.
SonicHost reserves the right to make any changes to the Service Level Agreement (SLA) within reason. If changes were to be made, all our clients would be notified to these changes and given the opportunity to object.
We provide the following guarantees for all our packages.
- A 99.99% average network uptime.
- Hardware. At SonicHost we guarantee to provision of reliable new servers (below 3 years of age) to minimize the risk of sudden hardware failures.
Level 1 (General SLA)
- Customer support (business days within 48 hours)
- Technical support (24/7/365) through ticket system.
- Basic Problem Solving – excludes WordPress Plugins support
- Managed security of your webspace
- Server Privacy (CloudLinux)
- Ping Monitoring
Level 2 (Upgraded SLA)
- Everything included in the Level 1 package.
- Premium Customer support (business days within 24 hours)
- WordPress help – 60 minutes included
- Help debugging and analysis
- Help recover and setup after crash/hack