Website Hosting, Security & Maintenance Service Level Agreements
For: White County Water Authority
Last Updated: April 27, 2023
Managed Website Hosting SLA
Introduction
This Service Level Agreement (SLA) sets forth the expectations and obligations of the Web Dude, LLC in providing Managed Website Hosting services to White County Water Authority.
Definition of Services
The Web Dude, LLC agrees to provide White County Water Authority with Managed Website Hosting services, including but not limited to, website hosting, maintenance, security, and technical support. The Web Dude, LLC will make every effort to ensure the availability and performance of White County Water Authority’s website.
Service Availability
The Web Dude, LLC guarantees that White County Water Authority’s website will be available 99.9% of the time in a given year. If the availability falls below this level, the White County Water Authority will be eligible for a credit towards their annual fee, as outlined in Credit for Service Interruptions section.
Allocated Storage
The Web Dude, LLC will allocate 1 GB (1024 MB) of storage space for the White County Water Authority website. This storage space is allocated for website files, images, .PDFs and databases only. We do not provide SFTP access. We do not provide Control Panel access or any other provision for uploading or storing files that do not pertain directly to the operation of your website.
Maintenance and Upgrades
The Web Dude, LLC will perform regular maintenance and upgrades to the hosting infrastructure to ensure optimal performance and security of White County Water Authority’s website. These activities may result in temporary unavailability of the website and will be scheduled during off-peak hours whenever possible. The Web Dude, LLC will give White County Water Authority reasonable notice of any planned maintenance and required downtime. Downtime for maintenance or upgrades is not subject to 99.9% uptime guarantee.
White County Water Authority will be notified of planned downtime for maintenance or upgrades at least 48 hours prior.
Service Interruption Exemptions
Service interruption caused as a result of any of the following is not covered by the Service Availability 99.9% uptime guarantee:
- Unexpected traffic spikes due to marketing efforts or press releases. (Please provide advance notification of such efforts and activities in order for our team to monitor website resource availability)
- Server maintenance.
- Server hardware upgrades or repairs.
- Server Hardware failure.
- Data Center ISP service interruption.
- Domain name or DNS issues.
- Distributed denial-of-service (DDoS) attacks. (Every effort is made to prevent DDoS attacks but no guarantee can be made).
- Third-party integrations.
- Third-party development or software.
- Application Programming Interface (API) failure.
Above stated instances are out of the control of the Web Dude, LLC and are not subject to Service Availability guarantee.
Credit for Service Interruptions
In the event of a covered Service interruption, White County Water Authority will be eligible for a credit towards their annual fee based on the following formula:
Credit = Annual Fee x Number of Minutes of Downtime / (365 x 1440)
Technical Support
The Web Dude, LLC will provide technical support to White County Water Authority during regular business hours. The Web Dude, LLC will make every effort to respond to technical support requests within 2 hours of receipt.
All technical support requests should be submitted by email to: [email protected]
Reporting
The Web Dude, LLC will provide monthly reports to White County Water Authority detailing the uptime and availability of the White County Water Authority’s website.
Termination
Either party may terminate this SLA upon 30 days’ written notice. In the event of termination, the Web Dude, LLC will provide a copy of all website files and databases to White County Water Authority so that White County Water Authority may transition to a new service provider. Please note that service periods are annual. No refunds are provided for website hosting services.
Notice of termination should be reported by email to: [email protected]
Governing Law
This SLA will be governed by and construed in accordance with the laws of the state of Georgia.
This SLA constitutes the entire agreement between the Web Dude, LLC and White County Water Authority as it relates to Managed Website Hosting and supersedes all prior negotiations, representations, and agreements between the parties. This SLA may not be amended or modified except in writing signed by both parties.
Managed Website Security SLA
Service Overview
The Web Dude, LLC will provide ongoing security management for the White County Water Authority website to prevent unauthorized access, data breaches, and other security incidents. Our services include regular updates and patches as quickly as they are available from developers, daily malware scanning and removal as needed and continuous monitoring and reporting.
Also included are:
File Upload Scans – all files uploaded to the website are scanned for malicious code.
File Upload Quarantine – any newly uploaded file that is detected to be malicious will be automatically placed in quarantine (separate folder, outside of your document root), so that it does not become active on your website.
Service Availability
The Web Dude, LLC guarantees 99% uptime for our security services, excluding scheduled maintenance and force majeure events. In case of any downtime or service interruption, we will provide White County Water Authority prompt notification and work to resolve the issue as quickly as possible.
Security Response Time
The Web Dude, LLC will respond to any security incidents or threats within 24 hours of notification by White County Water Authority, and we will take appropriate measures to mitigate the risk and prevent any further damage or breaches. In most cases, we will be aware of the incident before White County Water Authority. We may immediately mitigate the issue and report the issue post mitigation should our resources permit.
All security incidents should be reported by email to: [email protected]
Escalation Procedures
If a security incident requires further escalation or involvement from our security team, The Web Dude, LLC will inform White County Water Authority promptly and work with you to develop a response plan.
Data Protection
The Web Dude, LLC will take all necessary measures to protect the White County Water Authority website and data from unauthorized access or disclosure. We will comply with all applicable data protection regulations and industry standards.
Service Reporting
The Web Dude, LLC will provide monthly reports detailing our security activities, including updates, scans, and any incidents or threats detected and resolved.
Service Review
The Web Dude, LLC will periodically review and assess the effectiveness of our security services and make any necessary adjustments or improvements to ensure continued protection and compliance. Please be aware that making necessary adjustments or improvements may result in an increased resource allocation coupled with additional fees or monthly/annual fee increases. All adjustments or improvements along with required fees will be disclosed to White County Water Authority for review and approval or denial in advance of implementation.
Website Maintenance SLA
Service Overview
The Web Dude, LLC will provide ongoing maintenance for the White County Water Authority website to ensure its proper functioning and optimal performance. Our services include as available software updates, daily backups, security patches, and troubleshooting for any issues or errors that may arise.
Service Availability
The Web Dude, LLC guarantees 99% uptime for our automated maintenance services, excluding scheduled maintenance and force majeure events. In case of any downtime or service interruption, we will provide prompt notification and work to resolve the issue as quickly as possible.
Maintenance Response Time
The Web Dude, LLC will respond to any maintenance requests or issues within 24 hours of notification, and we will take appropriate measures to resolve the issue as quickly as possible.
Maintenance issues or requests should be reported by email to: [email protected]
Maintenance Procedures
The Web Dude, LLC will review and check the White County Water Authority website for available software and security updates on a weekly basis. If updates are available they are applied daily using a backup > apply > test > approval or restore process. Should issues arise as a result of the update application, our team will restore to the backup and work with the WordPress theme or plugin developer to remedy the issue.
Escalation Procedures
If a maintenance issue requires further escalation or involvement from our technical team, The Web Dude, LLC will inform White County Water Authority promptly and work with you to develop a response plan.
Data Protection
The Web Dude, LLC will take all necessary measures to protect the White County Water Authority website and data from unauthorized access or disclosure. We will comply with all applicable data protection regulations and industry standards.
Service Reporting
The Web Dude, LLC will provide monthly reports detailing our maintenance activities, including updates, backups, and any issues or errors detected and resolved.
Service Review
The Web Dude, LLC will periodically review and assess the effectiveness of our maintenance services and make any necessary adjustments or improvements to ensure continued optimal performance. Please be aware that making necessary adjustments or improvements may result in an increased service allocation coupled with additional fees or monthly/annual fee increases. All adjustments or improvements along with required fees will be disclosed to the White County Water Authority for review and approval or denial in advance of implementation.