Static Data Hosting Server Management Service Level Agreement
Effective date: 29 August 2026
Version: 2.0
This Server Management Service Level Agreement (the “SLA”) describes the support scope, responsibilities, availability, and service targets for eligible Server Management Services provided by Static Data Hosting (“SDH”) to the customer (“Customer”).
This SLA is incorporated into the Server Management Terms of Service and applies only to the plan and systems identified in an active, paid order. A plan description, signed statement of work, or order may provide different or additional targets for that specific Service.
1. Objectives
The objectives of this SLA are to:
- define service ownership, accountability, roles, and responsibilities;
- describe how support requests are submitted, prioritized, and measured;
- distinguish initial response from investigation, mitigation, and resolution;
- identify dependencies and events outside SDH’s reasonable control; and
- align Customer expectations with the Server Management Service actually purchased.
2. Covered Services
Only services included in the Customer’s active plan or order are covered. Depending on that plan, covered activities may include:
- ticket and email support;
- Facebook Page Messenger as a secondary communication channel where available;
- remote operating-system and application administration through SSH, Remote Desktop, a control panel, or another approved access method;
- planned or emergency software-level assistance;
- review of monitoring alerts for systems enrolled in a monitoring service; and
- monthly system health checks and reports where expressly included in the plan.
Continuous monitoring, managed emergency response, monthly system health checks, and monthly reports are included only with the Advance Server Management plan, unless a different signed Order expressly includes one of those features.
Website development, custom coding, application debugging, hardware repair, data-center work, upstream network service, and third-party vendor work are excluded unless expressly included in the order.
3. Support Availability
SDH’s ClientBox and support email are available to receive requests 24 hours a day, 7 days a week, subject to maintenance and events outside SDH’s reasonable control. The official SDH Facebook Page Messenger may be used as a secondary communication channel, but it is not an authenticated support record.
A ClientBox support ticket is the authoritative record for SLA measurement. If a request begins through Facebook Page Messenger or email, SDH may require it to be converted into or associated with a ClientBox ticket before the SLA clock begins. Sales, billing, and legal requests are handled by their respective departments and are not technical incidents under this SLA.
4. Customer Requirements
The Customer must:
- keep the Service paid and active;
- submit a separate ticket for each materially different incident or request;
- provide an accurate description, affected host, observed error, relevant time, business impact, recent changes, and available logs;
- assign an appropriate priority without overstating the impact;
- provide valid administrative access and authorize SDH to perform the requested work;
- authorize SDH to contact relevant data-center or provider personnel when necessary;
- maintain or authorize a current backup and recovery method before material changes;
- make a knowledgeable representative reasonably available for questions, approvals, testing, and decisions; and
- promptly report whether a proposed mitigation or completed change resolved the issue.
Targets are paused while SDH is waiting for access, information, approval, testing, payment, a maintenance window, or action by the Customer or a third party.
5. SDH Requirements
For covered Services, SDH will:
- use reasonable care and skill in performing authorized software-level work;
- acknowledge and begin triage of properly submitted support incidents within the applicable response target;
- use commercially reasonable efforts to diagnose, mitigate, or resolve covered incidents;
- keep the Customer reasonably informed during a material incident;
- provide reasonable notice of SDH-scheduled maintenance that is expected to affect the managed Service, where practicable;
- protect access credentials and customer information in accordance with applicable terms and privacy requirements; and
- document material actions in the support record where reasonably practicable.
6. Priority Classification
SDH may adjust a priority based on the actual impact, available workaround, scope of the purchased plan, and information supplied.
| Priority | Description | Typical Examples |
|---|---|---|
| P1 — Critical | A covered production service is unavailable or actively compromised, causing severe and broad business impact, with no reasonable workaround. | Managed server unreachable because of a covered software issue; confirmed active compromise; critical production service down. |
| P2 — High | A major covered function is materially degraded or at serious risk, but the system is partly usable or a workaround exists. | Repeated service crash; severe performance degradation; failed update affecting a major function. |
| P3 — Normal | A non-critical incident or standard administration request with limited operational impact. | Configuration issue, routine troubleshooting, installation, account or service adjustment. |
| P4 — Planned | Advice, information, optimization, reporting, or work suitable for scheduling. | Health review, recommendation, documentation, planned change, general question. |
A Customer must not classify a request as P1 solely to obtain faster routine work. Repeated misuse of priority may result in reprioritization or additional charges where disclosed.
7. Initial Response Target
For a valid technical incident submitted through an approved support channel, SDH targets a human initial response within one (1) hour. An automated receipt does not count as the human initial response.
The initial response may acknowledge the incident, request essential information, begin triage, provide an initial assessment, or state the next action. An initial response is not a promise that the incident has been resolved.
8. Resolution Objective
For a covered software-level incident within SDH’s reasonable control, SDH aims to resolve or provide a reasonable mitigation within twenty-four (24) hours after sufficient information and access are available.
The 24-hour period is an objective, not a guaranteed resolution deadline. Resolution time depends on the nature of the problem, data volume, maintenance windows, security risk, vendor response, licensing, hardware and network conditions, Customer decisions, and other facts that may not be known when the ticket is opened.
For P1 incidents, SDH will use commercially reasonable efforts to continue active work or monitoring until the service is restored, a reasonable mitigation is in place, the incident is assigned to a responsible third party, further work would create disproportionate risk, or Customer action is required. For planned work, SDH and the Customer may agree on a schedule instead of the 24-hour objective.
9. How Time Is Measured
The SLA clock begins when SDH receives a properly submitted ticket containing enough information to start meaningful triage. It pauses during:
- time awaiting Customer information, access, approval, testing, payment, or a maintenance window;
- time awaiting a data center, network carrier, software vendor, licensor, certificate authority, or other third party;
- a Customer-requested hold or deferred schedule;
- work outside the plan pending approval of additional fees;
- suspension for non-payment, abuse, security, or legal reasons; and
- a force-majeure event or other SLA exclusion.
When multiple unrelated issues are submitted in one ticket, SDH may separate them and measure each from the time it has sufficient information for that issue.
10. Response Time vs. Resolution Time
Response time is the time until an SDH technician makes a substantive human reply and begins or schedules triage. Resolution time is the time until an incident is fixed, mitigated, answered, closed by agreement, or transferred to the party responsible for the underlying cause.
SDH manages only the software-level systems included in the Order. The Customer must identify required applications and acceptance criteria. SDH cannot guarantee a resolution time for critical events, down systems, unknown conditions, complex dependencies, or problems involving hardware, power, connectivity, customer code, unsupported software, or third parties.
11. Monitoring and Alerts
Monitoring applies only to an active Advance Server Management plan, unless a different Order expressly includes it, and only when monitoring is configured successfully and can reach the enrolled system. Monitoring checks the endpoints, ports, metrics, or conditions stated in the plan; it is not continuous observation of every system function.
Monitoring reduces detection time but does not guarantee that every outage, attack, degradation, or configuration problem will be detected or reported. Alerts may be delayed or missed because of network failure, agent failure, configuration, provider outage, rate limiting, false positives, false negatives, or events outside SDH’s control.
An automated alert does not necessarily open a covered incident unless the plan states that SDH provides managed response. The Customer remains responsible for maintaining independent alert contacts and escalation paths.
12. Monthly Health Checks and Reports
For an active Advance Server Management plan, SDH will perform the stated monthly health check and provide a report or ClientBox ticket summary. A health check is based on the checks reasonably available at the time and is not a certification, audit opinion, penetration test, or guarantee of future performance or security.
Recommendations outside the plan may require a separate Order. A delay caused by unavailable access, Customer scheduling, or missing information will move the report to a reasonable later date.
13. Scheduled Maintenance
SDH will provide reasonable advance notice of planned maintenance that SDH schedules and reasonably expects to materially affect a covered managed service. Notice may be given through ClientBox, a support ticket, email, or a published status notice.
Advance notice may not be possible for emergency maintenance, active exploitation, urgent vendor action, certificate or license failure, or another condition requiring prompt action to prevent greater harm. Customer-scheduled and provider-scheduled maintenance are governed by the applicable coordination and provider terms.
14. Emergency Work
For an emergency, the Customer should submit a P1 ClientBox ticket with a working telephone or Facebook Page Messenger contact and clear authorization. Managed emergency response is included only with Advance Server Management, unless a different Order says otherwise. For other plans, SDH may require approval of out-of-scope charges before beginning work and assistance remains subject to availability.
Where delay would likely cause imminent and material harm, SDH may take proportionate containment action expressly permitted by the plan or prior Customer authorization. Examples may include stopping a compromised service, blocking traffic, isolating an account, or applying an urgent configuration change. SDH will document the action when reasonably practicable.
15. Hardware, Network, and Third-Party Incidents
SDH may diagnose or help coordinate a suspected hardware, data-center, network, license, or vendor incident when included in the plan. The incident remains outside SDH’s resolution control. Any time estimate given by SDH for third-party work is informational and not binding on that provider.
The Customer must authorize SDH with the relevant provider. If authorization is missing, SDH may provide diagnostic findings to the Customer and pause the ticket until the Customer or provider acts.
16. Exclusions
SLA targets do not apply to delay, downtime, or failure caused by:
- hardware, power, facility, carrier, upstream network, data-center, or third-party service failure;
- Customer or third-party acts, omissions, changes, credentials, code, content, or instructions;
- unsupported, end-of-life, unlicensed, compromised, or materially modified software;
- lack of adequate access, authorization, information, backup, approval, or Customer availability;
- scheduled or emergency maintenance;
- distributed denial-of-service attacks, zero-day vulnerabilities, widespread provider incidents, or other events beyond SDH’s reasonable control;
- trial, free, suspended, overdue, or canceled Services;
- work outside the active plan or exceeding a disclosed plan limit; or
- a force-majeure event under the Server Management Terms.
17. Service Remedies
This SLA does not provide automatic service credits unless an Order expressly states a credit. A missed target does not by itself establish negligence, service failure, or entitlement to a refund. The Customer should report a claimed missed target promptly so SDH can review the ticket record and provide an explanation or corrective action.
Any refund, re-performance, termination, or liability remedy is governed by the Server Management Terms, the Order, and applicable law.
18. Contract Term and Renewal
This SLA begins when the covered Service is activated and remains effective while that Service is active and paid. A monthly Service renews month-to-month unless canceled before the next renewal date under the Server Management Terms. No separate 30-day notice is required for a month-to-month cancellation.
19. Changes
SDH may update this SLA in accordance with the change provisions of the Server Management Terms. Material changes normally apply to an existing recurring Service at its next renewal after reasonable notice. A change does not retroactively alter service measurements for an earlier period.
20. Contacts
Technical support: submit a ticket through authenticated ClientBox.
Sales: sales@staticdatahosting.com
Billing: billing@staticdatahosting.com
Legal: legal@staticdatahosting.com
21. Governing Terms
This SLA is governed by the Server Management Terms and the laws identified there. If this SLA conflicts with mandatory law, the mandatory law controls. If it conflicts with a specific signed Order, that Order controls only for the service metric or scope it expressly changes.
