Service Level Agreement (SLA)

Last Updated: May 2017

This Service Level Agreement for Eternity Marketing, LLC (this “SLA”) is a part of your Eternity working agreement.

If we do not achieve and maintain the Service Levels for each Service as described in this SLA, then you may be eligible for a credit towards a portion of your hosting fees.

99.99% Power Uptime

Our public network will be online 99.99% of the time.

99.99% Network Uptime

Our public network will be online 99.99% of the time

99.8% Software Uptime

Our software related services are up 99.8% of the time

90 Min Hardware Replacement

The average amount of time you will have to wait for broken server hardware to be replaced is 90 minutes. This is measured from the time we complete troubleshooting the issue and determine that it is hardware related.

3 Hour Response to Support Tickets

The average amount of time you will have to wait for a first response to a support ticket is 3 business hours. This is measured from the minute your ticket is received by our system and a ticket number is issued.

1 Hour Response to Emergency Support Tickets

The average amount of time you will have to wait for a first response to an emergency support ticket is 1 hour. This is measured from the minute your ticket is received by our system and a ticket number is issued.

Daily, Weekly, Monthly Backups

Your website data is backed up offsite daily, weekly and monthly utilizing R1SOFT. In the event of the need of a data restore, there is zero charge to you.

Exit Strategy

In the event you require to move to a new provider, we will provide a free full backup of your entire website for providing to the new host. In the event of a disaster with Eternity, we would reccomend that you contact MODX CLOUD and they would be able to transfer your site if provided with your MODX login credentials.

Hosting FAQ

Please review our hosting frequently asked questions for answers to the most common questions.

Let's Work Together