Service Level Agreement
Pride Tech Design offers a 100% uptime guarantee for hosting service. We will give you 1 day of credit anytime there is an unplanned outage. Should an unplanned outage exceed 15 minutes we will credit you with 1 month of service. Our service has never suffered an outage and the only downtime we’ve ever experienced was for major server upgrades and averaged no more than 5 minutes.
This agreement does not cover downtime due to “Acts of God” which result in significant destruction to the data centers, power infrastructure, or internet infrastructure required to operate. This agreement does not cover downtime due to acts of war or terrorism. This agreement does not cover planned maintenance periods, of which the customer will be notified of in advance and which only take place overnight, never during business hours. This agreement does not cover software bugs in third party software installed on the server. This agreement only covers outages which may occur as a result of faults during normal operating conditions.
Optional Complimentary Backups
To protect our customers, we keep 12 months of backups of server configurations, website files, and databases. The creation and storage of these backups is free, and a courtesy to our customers.
We take ‘incremental’ backups of your data. This allows us to store backups for 12 months in the most efficient manner, avoiding duplicates and storing all changes. The storage quota for your plan is equal to 2 times the storage capacity of your plan. So if your plan includes 25GB of storage, your backup storage quota is 50GB. Should your backups exceed your storage quota, we may charge a monthly fee equal to $1 per gigabyte over your quota. So if your backups are 51GB and your quota is 50GB, you would be charged $1 per month for the ongoing retention of your backups. Should your backups drop below the quota again, the fee would no longer be charged. We perform a storage audit once per month.
We will restore your data from backups for free once every 90 days. If this happens we will discuss with you the reason for the restoration and offer solutions to avoid a recurrence of the problem. If a customer requests excessive restoratations we reserve the right to charge hourly labor fees. We may waive any fees depending on the circumstances.
This service is 100% optional and customers may opt out of having their data backed up by sending an E-mail request to firstname.lastname@example.org.
Authorization for Changes
Sometimes it is necessary for a customer to request changes to their account such as opting out of backups, changing passwords, cancelling service and so-on. To provide the highest quality of service possible to our customers and to ensure the security of customer information and data, we will sometimes require extra methods of authentication such as contact from a verified E-mail address or verification of information known only to the customer.
We encourage our customers to utilize GNU Privacy Guard for digital signing of their E-mail to ensure the highest level of authenticity for support and service requests. We are happy to provide guidance in helping you to enable this feature in your E-mail. This approach also enables you to send encrypted E-mails which permits the secure transmission of passwords and other sensitive data.
Pride Tech Design collects customer contact information including physical address, email address, and phone numbers, for the sole purpose of maintaining our customer records and keeping in contact with our customers to support the services we offer and to notify customers of discounts and promotions. Pride Tech Design will never sell or share your information with third parties.
Pride Tech Design, the Pride Tech Design Logo, pridetechdesign.com and ptd.io are trademarks of Simba Lion since 2013 and all usage rights are reserved. Pride Tech Design is an All American Business and abides by the laws and regulations of the United States and The Great State of Georgia.