SLA

This Service Level Agreement (“SLA”) outlines the performance standards, uptime commitments, support responsibilities, and remedies that Get Live Experts (“Provider”) promises to deliver to customers (“Client”) for Italy Dedicated Server Hosting, VPS Hosting, WordPress Hosting, and other hosting services.

1. Scope of Services Covered

This SLA applies to the following services provided by Get Live Experts:

  • Italy Dedicated Server Hosting
  • Italy VPS Server Hosting
  • Shared & Web Hosting
  • WordPress / Joomla / CMS Hosting
  • Cloud Hosting & Managed Hosting Solutions

These services are part of the Provider’s hosting portfolio and are subject to the terms in this SLA.

2. Uptime Guarantee

Get Live Experts is committed to providing high service availability to minimize disruptions to your online presence.

Uptime commitments:

  • Dedicated Server Hosting: 99.99% monthly uptime
  • VPS Server Hosting: 99.95% monthly uptime
  • Shared & Web Hosting: 99.9% monthly uptime

Uptime is calculated based on server availability, excluding scheduled maintenance and events beyond the Provider’s control.

Note: Scheduled maintenance, force majeur events, or client-side issues are excluded from uptime measurements.

3. Service Monitoring & Notifications

Get Live Experts continuously monitors its infrastructure using real-time systems to detect and resolve faults rapidly. If maintenance or system upgrades are required, the Provider will strive to notify the Client in advance, minimizing potential service disruption.

4. Technical Support & Response Times

Get Live Experts offers 24/7 customer support to assist with server issues, performance problems, security concerns, and service configuration.

Support response targets:

  • Critical issues (service down): Respond within 1 hour
  • High-priority issues (performance degradation): Respond within 4 hours
  • General issues & inquiries: Respond within 24 hours

Support is available via:

  • Live Chat
  • Email Ticket System
  • Support Portal

5. Scheduled Maintenance

Routine maintenance may occasionally be required to ensure optimal performance, security updates, and system reliability.
Clients will be informed of planned maintenance at least 48 hours in advance wherever possible. Maintenance windows are scheduled to minimize impact.

6. Hardware & Network Support

For physical Dedicated Servers and VPS infrastructure, Get Live Experts ensures that hardware and network components are proactively maintained. Hardware-related failures are addressed promptly to reduce downtime.

7. Client Responsibilities

To ensure the SLA remains valid, the Client agrees to:

  • Maintain accurate contact information
  • Follow best practices for server security and configuration
  • Ensure client-side applications are up to date
  • Comply with the Acceptable Use Policy (AUP)

Service interruptions caused by client misconfiguration or third-party software issues are not covered by uptime guarantees.

8. Service Credits & Remedies

If the Provider fails to meet the guaranteed uptime levels, Clients may be eligible for service credits.

Service credit eligibility:

  • Uptime below promised threshold in a calendar month
  • Credit requests must be submitted within 7 days of the incident

Service credits are issued as a percentage of the monthly fee for the affected service, based on downtime calculations. Credits will be applied to future billing cycles.

9. Exclusions from SLA

This SLA does not apply to:

  • Scheduled maintenance windows
  • Issues caused by Client actions
  • Third-party service interruptions
  • Force majeure events (natural disasters, government restrictions)
  • DNS propagation delays

10. Modifications to SLA

Get Live Experts reserves the right to update or modify this SLA at any time. Clients will be notified of changes via email or account dashboard notices.

11. Governing Law

This SLA and all related service delivery fall under the jurisdiction where Get Live Experts operates and are governed by applicable law.