Service Level Agreement (SLA) 2018-03-10T01:05:29-08:00


This service level agreement (SLA) describes the levels of service that (‘the client’) will receive from Werner Host.
Although the SLA covers key areas of the client’s services and support, the support may include areas not covered by this SLA.


The client depends on its website, software and services (together: ‘the Online Presence’) that are provided, maintained and supported by Werner Host. Some of these items are of critical importance to the business.
This service level agreement sets out what levels of availability and support the client is guaranteed to receive for specific parts of the Online Presence. It also explains what penalties will be applied to Werner Host should it fail to meet these levels.
This SLA forms an important contract between the client and Werner Host. It aims to enable the two parties to work together effectively.


This agreement begins on the day services are started and will run for a period until services are cancelled.
It may be reviewed at any point, by mutual agreement. It may also be reviewed if there are any changes to the client’s Online Presence.

Equipment, software and services covered

This SLA covers only the equipment, software and services provided to the client. This list may be updated at any time, with agreement from both the client and Werner Host.
Please note:
Werner Host guarantees response times for all items listed in this section.
Werner Host guarantees uptime only for items that can be measured in uptime.


This SLA is written in a spirit of partnership. Werner Host will always do everything possible to rectify every issue in a timely manner.
However, there are a few exclusions this SLA does not apply to:
Software, equipment or services not purchased via and managed by Werner Host.
Additionally, this SLA does not apply when:
The problem has been caused by using equipment, software or service(s) in a way that is not recommended.
The client has made unauthorised changes to the configuration or set up of affected equipment, software or services.
The client has prevented the supplier from performing required maintenance and update tasks.
The issue has been caused by unsupported equipment, software or other services.
This SLA does not apply in circumstances that could be reasonably said to be beyond Werner Host’s control. For instance: floods, war, acts of god and so on.
This SLA also does not apply if the client is in breach of its contract with Werner Host for any reason (e.g. late payment of fees).
Having said all that, Werner Host aims to be helpful and accommodating at all times, and will do its absolute best to assist [client] wherever possible.


Werner Host responsibilities

Werner Host will provide and maintain the Online Presence of the client.
The support contract between Werner Host and the client includes full details of these responsibilities.
Additionally, Werner Host will:

Ensure relevant software, services and equipment are available to the client in line with the uptime levels of 99.9%.
Respond to support requests within 24 hours.
Take steps to escalate and resolve issues in an appropriate, timely manner.
Maintain good communication with the client at all times.

Client responsibilities

The client will use the Werner Host-provided system as intended.
The support contract between Werner Host and the client includes full details of the system and its intended uses.
Additionally, the client will:
Notify Werner Host of issues or problems in a timely manner.
Provide Werner Host with access to equipment, software and services for the purposes of maintenance, updates and fault prevention.
Maintain good communication with Werner Host at all times.

Guaranteed uptime

Uptime levels

In order to enable the client to do business effectively, Werner Host guarantees that certain items will be available for a certain percentage of time.
These uptime levels apply to items in the Equipment, software and services covered.
The level of guaranteed uptime depends on the priority level of each item:


Measurement and penalties

Uptime is measured the using Werner Host’s automated systems, over each calendar month. It is calculated to the nearest minute, based on the number of minutes in the given month (for instance, a 31-day month contains 44,640 minutes).
If uptime for any item drops below the relevant threshold, a penalty will be applied in the form of a credit for the client.
This means the following month’s fee payable by the client will be reduced on a sliding scale.
The level of penalty will be calculated depending on the number of hours for which the service was unavailable, minus the downtime permitted by the SLA:

Important notes:
Uptime penalties in any month are capped at 50% of the total monthly fee
Uptime measurements exclude periods of routine maintenance. These must be agreed between Werner Host and client in advance.

Guaranteed response times
When the client raises a support issue with Werner Host, Werner Host promises to respond in a timely fashion.
Response times
The response time measures how long it takes Werner Host to respond to a support request raised via Werner Host’s online support system.
Werner Host is deemed to have responded when it has replied to the client’s initial request. This may be in the form of an email or telephone call, to either provide a solution or request further information.
Guaranteed response times depend on the priority of the item(s) affected and the severity of the issue.

Response times are measured from the moment the client submits a support request via Werner Host’s online support system.

Response times apply during standard working hours only, unless the contract between the client and supplier specifically includes provisions for out of hours support.

Severity levels

Fatal: Complete degradation — all users and critical functions affected. Item or service completely unavailable.
Severe: Significant degradation — large number of users or critical functions affected.
Medium: Limited degradation — limited number of users or functions affected. Business processes can continue.
Minor: Small degradation — few users or one user affected. Business processes can continue.


Measurement and penalties

Response times are measured using Werner Host’s support ticketing system, which tracks all issues from initial reporting to resolution.
It is vital the client raises every issue via this system. If an issue is not raised in this way, the guaranteed response time does not apply to that issue.
If Werner Host fails to meet a guaranteed response, a penalty will be applied in the form of a credit for the client.
This means the following month’s fee payable by the client will be reduced on a sliding scale.
The level of penalty will be calculated depending on the number of hours by which Werner Host missed the response time, minus the downtime permitted by the SLA:

Important notes:
Response time penalties in any month are capped at 50% of the total monthly fee.
Response times are measured during working hours .
For instance, if an issue is reported at with a response time of 60 minutes, the supplier has until the following day to respond.

Resolution times
Werner Host will always endeavor to resolve problems as swiftly as possible. It recognizes that the client’s website is key to its business and that any downtime can cost money.
However, Werner Host is unable to provide guaranteed resolution times. This is because the nature and causes of problems can vary enormously.
For instance, it may be possible to resolve a fatal server issue in minutes, simply by restarting the server. But if a server fails due to disk error or a hardware fault (also classed as a fatal issue) it may take much longer to get back up and running.
In all cases, Werner Host will make its best efforts to resolve problems as quickly as possible. It will also provide frequent progress reports to the client.

Right of termination

Werner Host recognizes that it provides services that are critical to the client’s business.
If Werner Host consistently fails to meet the service levels described in this document, the client may terminate its entire account with Werner Host, with no penalty.
This right is available to the client if Werner Host fails to meet these service levels more than five times in any single calendar month.