Service Level Agreement

1. Definitions
1.1 Hosting Provider Company refers to the specialist companies, such as DigitalOcean and Vultr from whom Bison Grid Ltd contract their Dedicated Cloud Servers.
1.2 A Project can be any digital based service provided by Bison Grid Ltd to the Customer. (Examples include web development, software, search engine optimisation work and hosting)
1.3 The word “contract” as it appears in these terms and conditions shall mean the contract between Bison Grid Ltd and the Customer, which will be based on Bison Grid Ltd  Terms and Conditions 

2. Abbreviations
2.1 Bison Grid stands for Bison Grid Ltd.
2.2 SLA stands for Service Level Agreement.
2.3 ISP stands for Internet Service Provider.
2.4 HPC stands for Hosting Provider Company.

3.Hosting
3.1 Bison Grid use high performance dedicated cloud servers hosted by first class HPC’s, such as DigitalOcean and Vultr.
3.2 Our DigitalOcean dedicated cloud servers host all of our live Linux Server sites and an uptime performance of 99.99%. Our Vultr dedicated cloud servers host all of our Windows Server sites and have unlimited an uptime performance of 99.99%.
3.3 Bison Grid will quote a separate monthly fee for the hosting and associated technical support for customer websites.
3.4 Bison Grid will use their best endeavors, in conjunction with the HPC, to rectify the cause of any disruption in the hosting service of a customer’s website(s) and to minimise the duration of any such instances.
3.5 Should the customers web server fall below the uptime performance of 99.99% Bison Grid will credit back to the customers account the hosting subscription fees (calculated per hour) for the period of time that the server was unavailable..
3.6 Bison Grid keep daily backups of all customer website files and SQL databases and in the unlikely event of a hard drive failure or other technical failure with the dedicated web server will restore the website as quick as possible on a new or repaired web server.
3.7 All website files and SQL databases used for customer websites are also backed up by DigitalOcean on a weekly basis and in the unlikely event of hard drive or other technical failure with the dedicated web server these will be restored and re-connected to customer website(s).
3.8 With regard to any images or download files uploaded to a customer’s website by a customer it is the responsibility of the customer to retain a copy of these on their local PC/LAN. In the unlikely event of hard drive failure or other technical failure with the dedicated web server it will be the responsibility of the Customer to re-upload these files if they are not present in the back up files as outlined in clause 3.6 and 3.7.
3.9 Bison Grid utilise various backup processes on their dedicated servers for all website folders and files and may, therefore, be able to save customers the need to re-upload files in accordance with clause 9.8. This is not guaranteed by Bison Grid so customers should observe and be prepared, in the unlikely event, to comply with clause 3.8.
3.10 In the event that a customer wishes to move their website and/or SQL Server Database to another web server supported by another party, then Bison Grid will cooperate fully, subject to all outstanding amounts being paid up in full, in advance.
3.11 In the event that the Customer requires assistance with remedying a situation with their website that is not a technical fault caused by Bison Grid or the HPC the time expended by Bison Grid will be charged to the Customer at the Bison Grid standard hourly rate.
3.12 Bison Grid will invoice for Hosting on an monthly basis, monthly in advance. Invoices will be raised approximately on the commencement date.

4. Technical Support
Bison Grid support engineers are available between 09:30am to 17:30pm Monday to Friday, excluding Public and Bank
Holidays, known as the Working Hours. Any time period outside of this shall be deemed Out-of-Hours. During the Out-of-Hours period, customers will be able to call the office number(01489 890460) and leave a message. If the Client leaves a voice-mail message on the answer-phone, this will be actioned during the next Business day. For the avoidance of doubt, no time assurances can be given for the completion of activities relating to voice-mail messages. During out-of-hours periods, issues raised via e-mail and sent to the support team(team@bisongrid.uk) will be actioned during the next period of Working Hours. Customer requests sent during Working Hours will be dealt with inaccordance to the table below.

 

 

Customer RequestTurnaround time
Acknowledgement of urgent request(deemed critical to application uptime) and initial response, in working hoursWithin 30 mins
Resolution of urgent request(deemed critical to application uptime by investigation) during working hoursWithin 4 hours.
Completion of low time (<4hours) non-critical requestsScheduled on a per request basis (Completed within 5 working days of scheduling). Each task will be scheduled after the completion of any previous request.
Out of working hour’s non-critical requestsScheduled on a per request basis (additional fees may apply)
Software updatesAs per web hosting package