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Service-Level Agreement

Last updated on 23 Nov, 2020

This Service-Level Agreement (SLA) is an inseparable part of the Terms of Service and addresses our Uptime Guarantee and includes remedies to situations where the guaranteed level of service is not provided. The remedies contained in this SLA are your sole and exclusive remedies for any of the issues addressed herein.

Pressjitsu reserves the right to update and change this SLA at our sole discretion. If we make any changes, we will notify you by updating the Last updated: date on this page. By continuing to use Pressjitsu’s services after we have updated the SLA you are accepting the changes made to the SLA. In order to stay up to date with the changes, please review this SLA periodically.

Terms and definitions

Uptime – The number of minutes or the percentage of the total number of minutes in the given Monthly Billing Period that Pressjitsu’s service is available to End Users within any completed Monthly Billing Period.

Downtime – The number of minutes or the percentage of the total number of minutes in the given Monthly Billing Period that a User’s WordPress site is not available to End Users within any completed Monthly Billing Period due to a failure from Pressjitsu’s side.

Excused Downtime – The number of minutes or the percentage of the total number of minutes in the given Monthly Billing Period that a User’s WordPress site is not available to End Users within any completed Monthly Billing Period due to the circumstances covered in 4. Exclusions and Disclaimers.

SLA Credits – SLA Credits are percentage values that translate to a monthly discount percentage that can be deducted from your monthly Subscription Fee following the Billing Period in which the Downtime occurred and for which the SLA Credits were granted for.

Subscription Fee – The total amount to be paid for the total duration of your subscription, either monthly or annual.

Signup Date – The date that you start your subscription. For example, if you sign up with Pressjitsu on 10 January 2021, then your Signup Date is 10 January 2021.

Monthly Billing Day – The day of the month of your Signup Date. This will be the day that you are billed for your subscription at the beginning of each new monthly or annual Subscription Period.
For example, if you sign up with Pressjitsu on 31 January 2021, then your Monthly Billing Day will be the 31st day of each month. For months that have fewer days than what is the number of your Monthly Billing Day, the last calendar day of the month will be counted as the Monthly Billing Day. So, for example, if your Monthly Billing Day is the 31st, then in February you would be billed on the 28th (or the 29th during a leap year), and in April on the 30th day of the month.

Monthly Billing Period – The period of time from your Monthly Billing Day until the last day before your next month’s Monthly Billing Day. For example, if your Signup Date is 10 January 2021, your Monthly Billing Day is 10, and the Monthly Billing Period will be 10 January—9 February. The next Monthly Billing Period will be 10 February—9 March, etc.

Billing Period – The period of time from your Signup Date until the last day of your prepaid subscription. For example, if you have a 1-month subscription, started on 10 January 2021, then the Billing Period will be 10 January—9 February. If you have a 1-year subscription, started on 10 January 2021, then the Billing Period will be 10 January 2021—9 January 2022. In case of a renewal of your subscription, the starting day of the renewal will be considered as the new Signup Date.

End User – Visitors of your WordPress site and users of services provided through it.

1. 99.99% Uptime Guarantee

Pressjitsu provides a 99.99% monthly average uptime guarantee for any given Monthly Billing Period. Uptime for each site is monitored by Pressjitsu through Pingdom.com. If the Downtime of your WordPress site is more than 0.01% of the total minutes in any given Monthly Billing Period, you’re entitled to SLA Credits, pro-rated for the duration of the Downtime.

2. How SLA Credits are calculated

If the Uptime of your WordPress site does not meet the 99.99% Uptime Guarantee during any given Monthly Billing Period, then SLA Credits are calculated based on total Downtime in that Monthly Billing Period as shown in the table below. Excused Downtime does not count towards the Downtime eligible for SLA Credits.

Monthly Downtime:Monthly SLA Credits:
5–60 minutes5%
61–90 minutes8%
91–120 minutes12%
121–180 minutes20%

SLA Credits translate to a discount that can be deducted from your monthly Subscription Fee following the Monthly Billing Period in which the Downtime occurred and for which the SLA Credits were granted for.

For example, if you have a monthly subscription from 10 January 2021 to 9 February 2021, during which 15 minutes of Downtime occurs, you are eligible for SLA Credits worth 5%. This 5% translates into a discount that is applied to the Subscription Fee for the next Monthly Billing Period, 10 February—9 March 2021.

For calculating Uptime, Downtime, SLA Credits, and discounts with regards to annual subscriptions, the annual Billing Period is divided into 12 Monthly Billing Periods, based on your Signup Date. Discounts are applied according to the one-month value of the Subscription Fee based on your plan.

Example in case of an annual subscription:

If you have an annual subscription from 10 January 2021 to 9 January 2022, and Downtime occurs in one Monthly Billing Period, for example, for 75 minutes in June 2021, you are eligible for 8% SLA Credits, which translate to an 8% discount. This 8% discount will not be applied to your next annual Subscription Fee, but to the one-month equivalent value of your annual subscription (1/12th of your annual Subscription Fee). If Downtime eligible for SLA Credits occurs in several Monthly Billing Perios, then an equivalent number of Monthly Billing Periods will be discounted from your next annual Subscription Fee.

If Downtime occurs for longer than a total of 180 minutes in a given Monthly Billing Period, then each subsequent 180-minute period of Downtime will be remedied with an additional 20% SLA Credits, ultimately adding up to a potential maximum of a 100% discount. For example, if during one given Monthly Billing Period you experience Downtime for 15 hours or more, you will receive a 100% SLA Credits discount on one Monthly Billing Period of your next Subscription Fee.

3. How you will receive SLA Credits

In order to receive SLA Credits, you must notify Pressjitsu Customer Support within thirty (30) days of the last day of the Monthly Billing Period in which the Uptime of your WordPress site was less than 99.99%. If you fail to comply with this requirement, you will forfeit your right to receive the SLA Credits.

After your request is deemed eligible for SLA Credits, you will receive the appropriate amount of credits on your account associated with the WordPress site that experienced the Downtime. Your SLA Credits will be automatically deducted from the Subscription Fee of your next Billing Period at the beginning thereof, according to how SLA Credits are calculated for monthly and annual subscriptions.

4. Exclusions and disclaimers

Pressjitsu as the host retains its sole discretion to determine if a discount of any kind will be offered.

The Downtime that SLA Credits are provided for excludes Excused Downtime.

Excused Downtime is the length of time Pressjitsu’s services are unavailable due to outages caused by the situations described below:

  1. Scheduled Maintenance,
  2. Emergency Maintenance,
  3. Force Majeure,
  4. Any action or omission performed by you, your End Users, or any third party acting with your permission or direction, including any unauthorized use of Pressjitsu’s services and any use or configuration thereof that exceeds Pressjitsu’s advertised limits or recommendations,
  5. Unexpected traffic reaching your WordPress site that exceeds the capabilities of your site or hosting plan,
  6. Third-party applications, plugins, and themes, and
  7. Code authored by you.

Scheduled Maintenance is any maintenance performed with reasonable advance notice or coordination with you.

Emergency Maintenance is any maintenance performed without advance notice or coordination with you due to an urgent need to protect Pressjitsu’s services and the security and availability thereof as well as to protect you and your End Users.

Only data available to Pressjitsu through Pingdom.com is considered valid for measuring Uptime and Downtime. No data provided by other third-party services serves as cause for requesting SLA Credits.

SLA Credits shall not exceed 100% of the applicable fee for the Monthly Billing Period in which Uptime was less than 99.99%.

SLA Credits apply for the Billing Period immediately after the Monthly Billing Period in which Downtime occurred.

SLA Credits may not be carried over or aggregated between Billing Periods or Pressjitsu accounts.

SLA Credits will not be paid or provided as a refund.

SLA Credits do not apply to annual Subscription Fees as a whole, but to a relevant number of Monthly Billing Periods within that annual Billing Period, based on the monthly equivalent values of given months and according to the number of months that Downtime eligible for SLA Credits occurred in.