Williams Web Solutions provides best in class website hosting, spam-free business-class email hosting all with a personal touch.

Service Level Agreement (SLA)

Updated: October 24, 2015

This Williams Web Solutions Service Level Agreement (“SLA”) applies to all shared, virtual dedicated (VPS), and dedicated server clients. This agreement serves as a supplemental agreement to our Terms of Use agreement to identify specific concerns. This SLA does not serve independently from our Terms of Use policy and by agreeing to this SLA The Client also agreeing to our Terms of Use policy as well.

“The Client" refers to a Williams Web Solutions client. "The Company" refers to Williams Web Solutions.

This SLA may be amended at any time by Williams Web Solutions.

Infrastructure

Williams Web Solutions’ network is defined as the lease or resale of servers, software, services, and/or equipment from two data centers located in the United States. Based on need or demand, Williams Web Solutions may increase our infrastructure to include other data centers located in the United States or Canada to provide optimal service levels, speed, and reliability.

Network

Our two data centers guarantee network availability of 99.999% uptime in any given month. This means that the core networking components within our data centers are available through a global internet 99.999% of the time. The Company guarantees that the datacenters, HVAC and Power into the datacenters, UPS’s, ATS’s and Generators will be functioning 99.999% of the time in any given month. Network uptime is defined as accessibility major networking components serving packets within the network via the global internet 99.999% of the time.

Security

Williams Web Solutions will make every effort to protect shared web and email servers to protect against known vulnerabilities; however, if a compromise is detected The Company will aim to remedy the vulnerability as quickly as possible and restore secure service. It is the Client's responsibility to maintain a current backup copy of their website and the Company encourages the Client to do this. This back up will be used to restore the website in the event of a breach. Williams Web Solutions is not financially or otherwise responsible for any security breaches.

Shared Email Hosting

Williams Web Solutions aims to provide high quality, reliable, and fast email service. Occasionally, minor service interruptions and/or disruptions of former service will occur when maintenance is required. Examples of interruptions/disruptions of service include:

Possible outages, interruptions, disruptions that do not result in a credit toward your service include:

  • Scheduled Maintenance – Occasional maintenance will be required on the server such as Windows updates or updates/upgrades of software (such as MailEnable, MXScan, etc.) in order to maintain optimal performance. These updates may require the server/s to be rebooted. The Company attempts to perform these outages during non-peak hours in order to minimize disruption. The Company will also provide as much advanced notice as possible.
  • Scheduled Network Maintenance – Williams Web Solutions or our data centers may have to make changes or improvements to the network. The Company attempts to perform these outages during non-peak hours in order to minimize disruption. The Company will also provide as much advanced notice as possible.
  • Migration – Williams Web Solutions will occasionally have to migrate the data from one server to another server. The Company attempts to perform these outages during non-peak hours in order to minimize disruption. The Company will also provide as much advanced notice as possible.
    It is possible that The Client manages their own DNS. In this case the Client will be required to update IP addresses for the website and/or email to operate normally. Service interruption might occur while awaiting for the records to update and/or DNS propagation.
  • Bug issues – During rollouts of new mail server software, certain features or methods used to access email, compose an email, read/compose/reply to an email may be impacted. The Company will work with the software manufacturer and remedy the problem as quickly as possible.

Shared Website Hosting

Williams Web Solutions aims to provide high quality, reliable, and fast website hosting service; however, the Client could experience minor service interruptions and/or disruptions of former service. The following are examples of possible interruptions/disruptions of service:

Possible outages, interruptions, disruptions that do not result in a credit toward your service include:

  • Scheduled Maintenance – Occasionally maintenance will be required on the server such as Windows updates or updates/upgrades of software (such as Microsoft SQL Server, ServU, etc.). These updates may require the server/s to be rebooted. The Company attempts to perform these outages during non-peak hours in order to minimize disruption. The Company will also provide as much advanced notice as possible.
  • Scheduled Network Maintenance – Williams Web Solutions and associated data centers could have to make changes or improvements to the network. The Company attempts to perform these outages during non-peak hours in order to minimize disruption. The Company will also provide as much advanced notice as possible.
  • Migration – From time to time Williams Web Solutions will have to migrate the data from one server to another server. This will result in a brief outage. The Company attempts to perform these outages during non-peak hours in order to minimize disruption. The Company will also provide as much advanced notice as possible.
    It is common that the Client may manage their own DNS. If so, The Client will be required to update IP addresses for The Client's website and/or email to operate normally. At that time the Client's service will be interrupted while waiting for the records to update and/or DNS propagation.
    Some websites require further attention than copying the files from one server to another. If a migration/restoration is involved and requires the aid of a developer or “expert” to get the site going again, the Client could be invoiced to compensate any fees incurred.
  • Bug issues – Williams Web Solutions believed in security and stability of our associated servers. As such the Company routinely and commonly applies updates for the Windows server and Microsoft-based applications. If these updates result in any abnormalities, the Company will address them immediately.

VPS (virtual dedicated server) and Dedicated Servers

It is the Client's responsibility to maintain adequate legal licensing for the use of any software installed by the Client onto the server. If any software is used or installed by Williams Web Solutions, the Company serves as a reseller of the software and is obligated to pass the licensing of the software directly to the Client.

The Client's server will have a minimum of two public IP (internet protocol) address. Williams Web Solutions will work to ensure the IP address released to the Client is not on any blacklists. Conversely the Client must follow our Terms of Use to avoid placing the IP address on a blacklist. Clients are responsible for resolving the blocked IP address issue; however, if the Client continues to place the server on a blacklist the Client's service will be terminated.

Additionally, the dedicated or virtual dedicated server comes with a minimum of two public IP (internet protocal) address. The server request will be fulfilled with increments of available IP addresses (regardless of the original request made by Client) and additional IP addresses may not be within the same IP range as the server's original set of IP addresses. After the server is made accessible, Williams Web Solutions will proceed with the process to release the additional IP addresses pending on desired use of the request. Additional IP addresses can ONLY be provided to Client when provided with the necessary information promptly. Due to ARIN policies, additional IP addresses can only be provided for specific purposes such as SSLs, for streaming media purposes, HTML 1.0 sites, or DNS purposes. To determine if Client desires are eligible in further detail, please review our Terms of Use. Failure to disclose the necessary information either timely and/or misleading Williams Web Solutions with the true intention for the server will result in delays to provide the additional IP addresses for the server and/or cancellation/termination of service with no refund provided regardless of how long or how much the registered server was used or not used. If the agreed use of the additional IP addresses after release is not used in the indicated purposes, the release IP addresses and/or your server service will be suspended due to non-compliance with the guidelines.

Williams Web Solutions serves as an extended support team—a middleman—between the Client and our providers. Clients are welcomed and encouraged to report outages or issues; however, Williams Web Solutions might not be able to resolve the issue, depending on the severity. Williams Web Solutions will continue to monitor the resolution of the issue, but the Company is not held responsible for the loss of income, time, reputation, or service during this interruption. If any credit for loss of service is awarded, it is based upon the discretion of our provider and if awarded the Company will pass those credits directly to the Client.

Unless included in the service, the Company will not make or provide backups of the Client's server and/or its data. The Client is wholly responsible to maintain a backup. If a backup service is included with the service extended to the Client, it is still the Client's responsibility to verify the backups are happening and the data—if needed—can be restored with minimal or no loss of integrity. The backup service is an optional service included with a server and the backup may not be immediately available upon the server being restored.

It is not possible for Williams Web Solutions to be knowledgeable of every existing operating system and potential software installed on a server. The Client is responsible for most server support while the Company provides the server. Unless indicated otherwise and considered an independent service, the Client can hire Williams Web Solutions to assist with programs or the operating system if it is compatible with the Company's knowledge.

Further Responsibilities

Domain Registration/Renewal

It is the Client's responsibility to maintain an active domain. If the domain is not renewed, service may be interrupted and domain names could be lost. If the Client purchased a domain through Williams Web Solutions, the Company will notify clients by invoice 8 weeks prior to renewal. The Client must remit payment on or before the due date to avoid interruption of service, loss of the domain, and/or further penalties for not renewing the domain on time.

Invoices/Payment

It is the Client's responsibility to remit payment as promptly as possible upon receipt of the invoice no later than a week prior to the due date indicated on the invoice. Prompt payment insures server/service availability. Non-remittance of payment on time may result in suspension of server/service or permanent loss of service/server including the loss of all data and material on the server (if the Client is using the Company's VPS and dedicated servers).