Service Level Agreement
Pride Tech Design offers a 99.99% 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.
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. 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.
Digital Ocean ToS
In order to provide the highest level of service at the lowest prices to our customers, we lease our hardware from Digital Ocean, including datacenter access and internet connections. This means that our customers are also bound by Digital Ocean’s Terms of Service especially as it relates to the usage of their network and hardware. We compared all available vendors to ensure that the one we selected has terms which are most favorable to our customers. You can read the full text of Digital Ocean’s Terms of Service at their github repository, https://github.com/digitalocean/tos.
In short, don’t use your server for anything illegal and do not use your server for sending unsolicited bulk E-mail, also known as “SPAM”. Not only would either of those violate Digital Ocean’s Terms of Service, they would violate ours as well. The penalty for violating these simple terms could be the immediate cessation of your services without refund.
We perform regular server updates during nighttime hours in the time-zone where your server is located. These nightly updates are usually non-disruptive and completed within a few minutes.
From time to time it is necessary to perform disruptive maintenance on customer servers. An example of a disruptive maintenance is rebooting the server to apply necessary security patches. Normal reboots will take place on the first Saturday of the month. These will be scheduled to occur between the hours of 11pm and 6am in the time-zone where your server is located. We will not send out notifications unless we expect a lengthy disruption of service. A typical VPS reboot takes 5 to 15 minutes at most.
In the event that disruptive maintenance is required to respond to an urgent issue, we will make attempts to notify our customers before the maintenance occurs. This notification will often be 48 hours in advance however the circumstances of emergency maintenance may not allow for a 48 hour window. In those cases we will provide as much advance notice as the situation allows.
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.
The soft quota for off-site backups with my WordPress Essentials plan is 50gb.
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 is 100% compliant with the European Union’s General Data Protection Regulation
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.