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Web Hosting Service Level Agreement

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DOCX
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4
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Document Overview

A Web Hosting Service Level Agreement (SLA) is a formal, legally binding contract between a web hosting provider and a client.

Below are the typical components found in a Kenyan or global web hosting SLA:
1. Introduction & Parties
2. Service Scope
3. Performance Metrics
4. Support & Response Time
5. Data Backup & Recovery
6. Security & Compliance
7. Maintenance & Scheduled Downtime
8. Monitoring & Reporting
9. Service Credits / Penalties
10. Client Responsibilities
11. Limitations & Exclusions
12. Termination Clause
13. Amendment & Review
14. Governing Law

The primary goals of a Web Hosting SLA are to:
1. Define Service Quality: Set clear expectations for uptime, support response times, and maintenance.
2. Minimize Disputes: Provide a reference point in case of service failure or underperformance.
3. Ensure Accountability: Bind the hosting provider to agreed standards with defined penalties for non-compliance.
4. Promote Transparency: Clarify the scope of services, exclusions, and limitations upfront.

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