This Service Level Agreement (“SLA”) contains supplementary provisions of our Terms of Service and concerns availability, maintenance, and response and recovery times for our services. Please read this SLA carefully, as it is the version in force at the time you enter into the contract. If you have questions or comments about this agreement, please contact us.

DEFINITIONS

For the purpose of this SLA, the terms in bold below are defined as follows:

“Available” or “Availability” means when the customer has unrestricted access to the Services. “Business Days” means Monday to Friday, excluding January 1 and December 25. “Business Hours” at Crafthost means from 8 a.m. to 6 p.m. CET (GMT+1) on Business Days. “Response Time” means the time period until Crafthost’s confirmation of the reported defect, from receipt of the information required from the customer for Crafthost’s support team to begin resolution. After receiving a report of a defect, Crafthost shall use an appropriate method to provide the customer with a progress update.

CUSTOMER RESPONSIBILITIES AND OBLIGATIONS TO COOPERATE

It is the customer’s responsibility to ensure that it meets the following obligations to cooperate and that it does so at no cost to Crafthost:

SERVICES MAINTENANCE SERVICES

Crafthost continually analyses the services to find potential for improvement, enhanced security, expanded functionality, and greater user friendliness. Suggestions by the customer will be analyzed and incorporated into the functionality of the services at the discretion of Crafthost. In the event of a service fault, the customer must contact us.

If a security vulnerability is found which does not constitute a defect, Crafthost will make every reasonable effort, within the limits of its operational capability, to fix the vulnerability on all affected services. If such a fix is not possible, Crafthost may insist that vulnerable systems are upgraded at short notice to mitigate the security risk.

SUPPORT HELPDESK

The Crafthost Support Helpdesk provides technical support and help on all Crafthost products and services. It can be reached via our contact us page under the following conditions.

The following aspects are covered by the Support Helpdesk:

• System service interruption/outage;
• System service updates/maintenance;
• System service behaviour that is not in line with what the customer’s users expect;
• Support regarding functionality.

The following aspects are NOT covered by the Support Helpdesk:

• Requests from third-party provider(s) of the customer;
• Networks, devices, servers and workstations managed by the customer;
• Requests regarding configuration and customisation of Crafthost products and services.

SEVERITY DEFINITIONS

• Critical security upgrades/patches/bugfixes
• Downtime investigation and resolution
• A major function of the hosting service is not operational for multiple users

• A minor function of the hosting service is not operational for one or more users (who can continue to use other hosting features)
• A user has questions about the hosting service functionality or needs assistance in using the service.
• A user needs administrative service.
• Content addition/modification/deletion

• Non-critical upgrades
• Preparation for facilitating client penetration and other testing.
• Enhancement requests
• Implementing solutions to technology advances in browsers that may cause disruption to site functionality

WHAT IS REQUIRED OF CRAFTHOST

Crafthost responsibilities and/or requirements in support of this agreement include:

• Ensuring 99.5% Network and Power Availability of service(s) for hosting.
• Meeting response times associated with service-related incidents.
• Appropriate notification to Client for all scheduled maintenance.
• Ensuring the hosting facilities and website are secured.
• Security updates and bug fixes are applied within agreed timescales for website and hosting and web platforms.

SERVICE ASSUMPTIONS

Assumptions related to in-scope services and/or components include:

• A minimum of two full backups per week of the hosting account will be carried out.
• Changes to services will be communicated and documented to the client with a minimum notice period of 30 days; in normal circumstances, this notice will be included in the monthly report.
• Amendments to site content included in hosting packages will be carried out to a maximum of one hour per month unless otherwise agreed.

This SLA does not cover service-related incidents caused by problems in the following:

• Client’s local area network.
• Client-provided Internet connectivity or end-user software.
• Entities inside Client’s internal network, including, but not limited to, firewall configuration and bandwidth shaping, local area workstations, or other servers, equipment, and software that have a potential bearing on the local networking environment (except web browser software).
• Service requests which require major changes will be a change request and chargeable.

FAILURE TO MEET LEVEL OF SERVICE RESPONSE TIMES

Client shall be entitled to a 10% rebate in form of service credits on Services rendered by Crafthost under the above Service Scope and Levels of Service, if Crafthost fails to adhere to the above-mentioned SLA targets. The Parties agree that the preceding provision will provide the exclusive remedy for any failure or claim arising out of the transactions contemplated in this Agreement, and the Client hereby waives all other rights and claims in law or equity with respect to such matters, including claims for contribution or other rights of recovery, claims for rescission, claims for breach of contract, breach of representation or warranty, negligent misrepresentation, and all other claims for breach of duty with respect thereto.

HELP AND COMPLAINTS

If you have any questions about this policy, please contact us.

CHANGES

The first version of this SLA was issued on Sunday, 26 January, 2025, and is the current version. Any prior versions are invalid, and if we make changes to this policy, we will revise the effective date.