Website Hosting and Maintenance SLA

1. Scope

This Website Hosting and Maintenance Service Level Agreement describes the service targets, support process, maintenance responsibilities, hosting-related obligations, limitations, and exclusions for website hosting and maintenance services provided by Sivaiah Technologies Inc.

This SLA applies only where website hosting, website maintenance, managed website services, or related support services are included in a signed agreement, Statement of Work, order form, subscription plan, or written service schedule.

This SLA forms part of the applicable agreement between the client and Sivaiah Technologies Inc.

2. Services Covered

Depending on the applicable plan, Statement of Work, order form, or service schedule, website hosting and maintenance services may include:

• website hosting setup or management;
• website deployment and launch support;
• website maintenance;
• CMS, plugin, theme, framework, or platform updates;
• basic website monitoring;
• database backup configuration or management;
• website restoration support;
• SSL certificate setup or renewal assistance;
• DNS and domain-related technical assistance;
• minor website content edits, if included in the plan;
• technical troubleshooting;
• communication with third-party hosting, cloud, platform, or service providers, where applicable.

Only the services expressly included in the applicable plan, Statement of Work, order form, or written service schedule are included.

3. Service Plans

Sivaiah Technologies Inc. may offer different website hosting and maintenance plans, including Starter, Business, and Premium plans.

The specific services, limits, pricing, billing cycle, support level, backup options, included edits, and service features for each plan will be stated in the applicable Statement of Work, order form, service schedule, invoice, or plan description.

Unless otherwise stated in writing, the general plan structure is:

Uptime targets are service targets only and are subject to the exclusions, limitations, third-party dependencies, and conditions in this SLA.

4. Hosting Environment and Third-Party Providers

Sivaiah Technologies Inc. may provide services using third-party cloud, hosting, CDN, database, domain, DNS, email, security, analytics, software, platform, or infrastructure providers.

Sivaiah Technologies Inc. may use different hosting or platform providers depending on the project requirements, technical needs, client budget, and applicable Statement of Work.

Where third-party providers are used, service availability, uptime, performance, maintenance, backups, restoration, technical limitations, pricing, and support may depend on those third-party providers.

Sivaiah Technologies Inc. is not responsible for third-party provider outages, interruptions, restrictions, price changes, account suspensions, platform changes, data loss, security incidents, support delays, service credits, or technical limitations outside Sivaiah Technologies Inc.’s reasonable control.

5. Uptime Targets

Where Sivaiah Technologies Inc. directly provides or manages website hosting, Sivaiah Technologies Inc. will use commercially reasonable efforts to maintain website availability according to the applicable plan.

Unless a written agreement states otherwise, the uptime targets are:

These uptime targets are not absolute guarantees. They are monthly service targets and apply only to covered website hosting services within Sivaiah Technologies Inc.’s reasonable control.

Where the underlying third-party platform provides its own service-level terms, the applicable third-party provider terms, exclusions, and remedies may also apply.

6. Uptime Exclusions

Uptime calculations do not include downtime, interruptions, degraded performance, or unavailability caused by:

• scheduled maintenance;
• emergency maintenance;
• third-party hosting, cloud, CDN, database, DNS, domain, email, API, plugin, theme, payment processor, software, or platform outages;
• client-requested changes;
• client-caused errors;
• expired domains;
• unpaid invoices or suspended accounts;
• DNS misconfiguration or DNS propagation;
• SSL certificate issues outside Sivaiah Technologies Inc.’s reasonable control;
• malware, hacking, cyberattacks, DDoS attacks, credential compromise, or unauthorized access;
• excessive resource usage;
• incompatible plugins, themes, packages, dependencies, extensions, integrations, or custom code;
• client or third-party modifications;
• data corruption;
• force majeure events;
• internet backbone, network, carrier, or regional connectivity issues;
• legal, regulatory, court, law enforcement, or provider restrictions;
• events outside Sivaiah Technologies Inc.’s reasonable control.

7. Scheduled Maintenance

Sivaiah Technologies Inc. may perform scheduled maintenance, updates, upgrades, security patches, server changes, platform changes, backup work, configuration changes, or related technical work.

Where practical, scheduled maintenance will be performed during lower-traffic periods.

Some maintenance may require temporary website downtime, reduced functionality, or degraded performance.

8. Emergency Maintenance

Sivaiah Technologies Inc. may perform emergency maintenance without prior notice where necessary to protect website security, service availability, infrastructure, client data, third-party services, other clients, or users.

Emergency maintenance may include disabling plugins, restricting access, applying patches, restoring backups, blocking traffic, suspending affected services, rolling back deployments, or taking other protective measures.

9. Support Hours

Unless a different support schedule is stated in a written agreement, service plan, or Statement of Work, standard support is available during Sivaiah Technologies Inc.’s regular business hours:

Monday to Friday, excluding Ontario public holidays.

Support requests received outside regular business hours will usually be reviewed on the next business day.

After-hours, weekend, holiday, urgent, or emergency support is not included unless expressly included in the applicable plan or approved separately by Sivaiah Technologies Inc.

Emergency support may be billed separately.

10. Support Request Process

Clients should submit website hosting and maintenance support requests by email or through another approved support channel provided by Sivaiah Technologies Inc.

Support requests should include:

• client name;
• business name;
• website URL;
• description of the issue;
• screenshots, if available;
• steps to reproduce the issue, if applicable;
• urgency level;
• relevant account, hosting, domain, DNS, CMS, database, platform, or provider details.

Incomplete support requests may delay support.

11. Severity Levels and Response Targets

Sivaiah Technologies Inc. will use commercially reasonable efforts to respond to covered support requests based on severity.

Response targets are not guaranteed resolution times.

Resolution may depend on client cooperation, third-party providers, DNS propagation, hosting provider support, plugin or theme vendors, software compatibility, backups, access credentials, security conditions, data availability, or other factors outside Sivaiah Technologies Inc.’s reasonable control.

12. Resolution Efforts

Sivaiah Technologies Inc. will use commercially reasonable efforts to investigate, troubleshoot, and resolve covered issues.

Sivaiah Technologies Inc. does not guarantee that every issue can be resolved, that a website will be error-free, that all third-party services will remain available, or that all plugins, themes, packages, frameworks, APIs, or integrations will remain compatible.

Where a full resolution is not immediately available, Sivaiah Technologies Inc. may provide a workaround, rollback, temporary fix, backup restoration, configuration change, plugin disabling, redeployment, or recommendation for further paid work.

13. Backups for Website Code and Hosted Content

For many modern website hosting environments, website code, static assets, and application files are managed through a version control system or source code repository.

Where Sivaiah Technologies Inc. builds or manages a website using a source code repository, the repository may serve as the primary record of the website code and deployment history.

Restoring or reverting website code may require redeployment from the applicable repository, commit, branch, release, or deployment version.

Sivaiah Technologies Inc. does not guarantee that all hosted content, generated files, uploads, configuration settings, environment variables, databases, user submissions, media, or third-party platform data are backed up through source code version control.

14. Database Backups

Database backup availability depends on the applicable plan, platform, hosting environment, database provider, technical configuration, and Statement of Work.

Unless a written agreement states otherwise:

Database backups may be limited by provider tools, storage limits, backup frequency, backup retention periods, database size, account configuration, technical failure, client modifications, malware, corruption, unpaid accounts, or suspended services.

Sivaiah Technologies Inc. does not guarantee that every database backup will be complete, current, error-free, restorable, or available indefinitely.

Clients are encouraged to maintain their own independent backups where appropriate.

15. Backup Restoration

Backup restoration is available only where backups exist, are accessible, and are technically usable.

Backup restoration may result in loss of changes, content, data, orders, form submissions, settings, users, transactions, logs, or records created after the backup date.

Backup restoration may be billed separately unless included in the applicable plan or Statement of Work.

Sivaiah Technologies Inc. is not responsible for data loss caused by restoration from an older backup where restoration is requested or approved by the client, required because of a security issue, or necessary to address an urgent operational issue.

16. Minor Website Edits

Where included in the applicable plan, Sivaiah Technologies Inc. may provide minor website edits.

Unless a written agreement states otherwise:

A minor edit means a small change to existing website content or an existing website section, such as:

• updating text;
• replacing an image;
• updating a phone number, address, business hours, or link;
• updating a small section of existing content;
• making a minor non-development adjustment.

Minor edits do not include:

• new pages;
• new sections;
• new features;
• custom development;
• redesigns;
• layout rebuilds;
• new forms;
• integrations;
• e-commerce product uploads;
• database changes;
• SEO campaigns;
• copywriting;
• graphic design;
• branding work;
• accessibility audits;
• legal compliance review;
• major content entry;
• work requiring third-party approvals or technical development.

Unused monthly edits do not roll over unless expressly stated in writing.

17. Security

Sivaiah Technologies Inc. may provide reasonable security-related configuration, updates, monitoring, SSL setup, or other security assistance where included in the applicable plan or Statement of Work.

However, Sivaiah Technologies Inc. does not guarantee that any website, server, application, plugin, theme, account, email system, database, hosting environment, or third-party service will be secure, uninterrupted, immune from attack, free from malware, or protected from all unauthorized access.

Clients are responsible for:

• using strong passwords;
• keeping credentials confidential;
• limiting administrator access;
• removing access for former employees, contractors, or unauthorized users;
• promptly notifying Sivaiah Technologies Inc. of suspected compromise;
• ensuring third-party tools, plugins, scripts, themes, and integrations are properly licensed and trustworthy;
• avoiding unauthorized or risky modifications.

18. Malware and Compromised Websites

Malware removal, hack recovery, blacklist removal, reputation repair, security hardening, forensic review, data breach analysis, or major remediation work is not included unless expressly stated in the applicable plan or Statement of Work.

If a website is compromised, Sivaiah Technologies Inc. may suspend, restrict, disable, isolate, restore, roll back, or take other protective action to protect systems, users, clients, vendors, or third-party services.

Malware cleanup and related remediation work may require a separate quote because the scope depends on the platform, severity, backups, data condition, third-party systems, and technical circumstances.

19. Updates and Compatibility

Where maintenance includes CMS, plugin, theme, framework, dependency, package, or software updates, Sivaiah Technologies Inc. will use commercially reasonable efforts to apply updates in a reasonable manner.

Updates may sometimes cause compatibility issues, layout changes, errors, broken features, package conflicts, dependency issues, or conflicts with themes, plugins, custom code, APIs, databases, or hosting environments.

Sivaiah Technologies Inc. is not responsible for issues caused by third-party software updates, discontinued plugins, unsupported themes, vendor changes, deprecated code, platform changes, or client-installed tools.

Fixing compatibility issues may be billed separately unless included in the applicable plan or Statement of Work.

20. Client Responsibilities

Clients are responsible for:

• providing timely access to required accounts, hosting, domain, DNS, CMS, database, email, repository, cloud, platform, and other systems;
• providing accurate information and approvals;
• maintaining ownership and control of their domain names and key business accounts unless otherwise agreed;
• paying invoices and third-party fees on time;
• maintaining lawful website content;
• obtaining rights to images, fonts, media, copy, plugins, themes, software, and other materials they provide;
• complying with applicable laws, including privacy, anti-spam, consumer protection, advertising, accessibility, intellectual property, and industry-specific requirements;
• reviewing and approving website changes;
• notifying Sivaiah Technologies Inc. promptly of issues;
• maintaining their own records and backups where appropriate.

Delays by the client may delay service delivery, support, restoration, launch, updates, or issue resolution.

21. Domains, DNS, and Account Ownership

Unless expressly agreed otherwise in writing, clients should own and maintain control of their domain names and primary business accounts.

Sivaiah Technologies Inc. may be added as a technical administrator, developer, manager, or authorized user for the purpose of providing services.

If the client requests that Sivaiah Technologies Inc. register, purchase, configure, or manage domains, hosting, email, DNS, or third-party accounts on the client’s behalf, ownership, access, renewal, transfer, and handover rights will depend on the applicable Statement of Work, invoices, provider rules, and payment of all outstanding amounts.

Sivaiah Technologies Inc. is not responsible for expired domains, domain disputes, registrar restrictions, DNS propagation delays, incorrect DNS changes made by the client or third parties, or domain loss caused by non-payment or failure to renew.

22. SSL Certificates

Sivaiah Technologies Inc. may assist with SSL certificate setup or renewal where included in the applicable plan or Statement of Work.

SSL availability may depend on hosting providers, domain configuration, DNS settings, certificate authorities, third-party platforms, or client-controlled accounts.

Sivaiah Technologies Inc. does not guarantee uninterrupted SSL availability where issues are caused by third-party providers, expired domains, DNS errors, client changes, unpaid accounts, or factors outside Sivaiah Technologies Inc.’s reasonable control.

23. Email Not Included Unless Stated

Website hosting and maintenance services do not include email hosting, mailbox management, email deliverability support, spam troubleshooting, newsletter sending, Microsoft 365 administration, Google Workspace administration, or email migration unless expressly included in the applicable Statement of Work, service plan, or written agreement.

Email services may be subject to a separate Email Setup and Support SLA.

24. Service Credits

Unless a written agreement states otherwise, service credits are not provided for downtime, interruptions, degraded performance, support delays, third-party outages, maintenance, security incidents, or other service issues.

If a written agreement provides service credits, such credits will be the client’s sole and exclusive remedy for the applicable service-level failure.

Any service credit must be requested in writing and may be subject to verification, exclusions, third-party provider rules, and account standing.

25. Suspension

Sivaiah Technologies Inc. may suspend, restrict, or disable services if:

• the client fails to pay amounts when due;
• the website or service violates Sivaiah Technologies Inc.’s Acceptable Use Policy;
• the website creates security, legal, operational, reputational, or technical risk;
• the website is compromised or distributing malware;
• the website causes excessive resource usage;
• required third-party services are suspended or unavailable;
• the client fails to provide required access, approvals, information, or cooperation;
• suspension is necessary to protect Sivaiah Technologies Inc., clients, users, vendors, infrastructure, or third-party providers.

For urgent security, legal, abuse, non-payment, or operational risks, suspension may occur immediately and without prior notice.

26. Termination and Data Export

Upon termination or cancellation, Sivaiah Technologies Inc. may stop providing hosting, maintenance, support, monitoring, backups, updates, and related services.

Website transfers, hosting migrations, domain transfers, account exports, file exports, database exports, backup preparation, documentation, credential handover, DNS changes, repository transfer, and related transition work are billed separately unless expressly included in the applicable Statement of Work or written agreement.

Sivaiah Technologies Inc. may require payment of all outstanding amounts before providing transfer, export, migration, handover, or backup services.

Clients are responsible for requesting any required exports, migrations, backups, or handover services before cancellation takes effect.

27. No Guarantee of Results

Sivaiah Technologies Inc. does not guarantee:

• uninterrupted website availability;
• error-free website operation;
• specific website speed or performance scores;
• search engine rankings;
• website traffic;
• sales, leads, conversions, or revenue;
• email deliverability;
• security from all threats;
• compatibility with all browsers, devices, plugins, themes, APIs, frameworks, packages, or platforms;
• continued availability of third-party services;
• successful restoration in all circumstances.

28. Relationship to Other Agreements

This SLA is subject to the applicable Master Services Agreement, Statement of Work, order form, service plan, Acceptable Use Policy, Privacy Policy, Refund and Cancellation Policy, and any other written agreement between the client and Sivaiah Technologies Inc.

If there is a conflict between this SLA and a signed written agreement or Statement of Work, the signed written agreement or Statement of Work will control for that specific service.

29. Contact

For website hosting and maintenance support or questions about this SLA, contact:

Sivaiah Technologies Inc.
Website: sivaiah.com
Email: legal@sivaiah.com

30. Changes to this SLA

Sivaiah Technologies Inc. may update this SLA from time to time. The updated version will be posted with a revised “last updated” date.

Continued use of the applicable services after an update means you accept the updated SLA, unless a separate signed agreement states otherwise.