Effective Date: 17th Jul 2024

Business Name: CT Hosting (a division of ClearTech Solutions Pty Ltd)
Website: https://cthosting.com.au

This Service Level Agreement (SLA) outlines the level of service and availability guarantees provided by CT Hosting, a division of ClearTech Solutions Pty Ltd. It applies to all eligible hosting services unless explicitly stated otherwise.

This SLA forms part of your overall agreement with us and is governed by our Terms of Service and Acceptable Use Policy.

1. Uptime Guarantee

CT Hosting guarantees 99% uptime for all hosting services on a monthly basis, excluding scheduled maintenance, emergency patches or factors beyond our control. Other services, where specifically indicated, may include an increased uptime guarantee.

Uptime includes:

• Website accessibility via HTTP/HTTPS
• Functioning server infrastructure (CPU, RAM, storage, network)
• DNS resolution through our hosting-provided nameservers

Uptime excludes:

• Issues caused by customer software (e.g. misconfigured plugins)
• Local DNS resolution failures or ISP issues
• Cyberattacks such as DDoS (unless mitigated by an included protection plan)
• Force majeure events (e.g. floods, fires, pandemics)

2. Scheduled Maintenance

CT Hosting may perform planned maintenance during low-traffic periods. We aim to provide at least 24 hours’ notice via email or system alert. Scheduled maintenance is excluded from uptime calculations. Emergency maintenance (e.g. critical security patches) may be performed with minimal notice.

3. Response & Resolution Times

We aim to provide prompt, helpful support in line with the following general service windows:

• Priority Level Examples Initial Response Resolution Target
• Critical Website down, mail server failure < 1 hour (24/7) 2–6 hours
• High SSL expired, DNS issue, major slowdown < 2 hours (business) Same business day
• Medium Plugin errors, email issues, account changes < 4 hours (business) 1–2 business days
• Low General questions, optimisation tips < 1 business day 2–3 business days

Support hours:

Monday to Friday, 9:00am – 5:00pm AEST (excluding public holidays)

Emergency hosting support is monitored 24/7 for critical issues.

4. SLA Credits

If uptime falls below the guaranteed 99% in any calendar month, you may request SLA credit toward future hosting fees:

• Uptime Achieved Credit Eligibility
• A discount on the monthly hosting fee relevant to the month the downtime was experienced. Discount amount to be determined by CT Hosting.

Conditions:

• Claims must be submitted within 7 days of the month’s end
• Applies only to current, active hosting services
• SLA credits are issued as account credit only (not cash)
• Credit will not exceed one full month’s hosting cost

5. Client Responsibilities

To help ensure consistent service performance, clients must:

• Keep CMS platforms (e.g. WordPress) and plugins up to date
• Maintain secure login credentials and avoid weak passwords
• Follow the Acceptable Use Policy to avoid resource abuse
• Use provided support channels to request help or report issues

6. Exclusions

This SLA does not apply to:

• Domain registration, DNS services not managed by CT Hosting
• Issues related to third-party code, themes, or integrations
• Free services or legacy infrastructure
• User-caused outages (e.g. accidental deletions, failed updates)

7. Modifications

CT Hosting reserves the right to modify this SLA at any time with notice. Updated versions will be here. Continued use of our services constitutes acceptance of any updates.

8. Contact for SLA Claims

To request an SLA credit or report a performance concern, contact us.

Include your domain, service ID, issue description and approximate timeframe of the outage.

9. Governing Law

This SLA is governed by the laws of Queensland, Australia, and is subject to the full terms outlined in our customer agreements.

10. Contact Us

CT Hosting
A division of ClearTech Solutions Pty Ltd
Email: Contact Form
Website: https://cthosting.com.au