This Service Level Agreement (“SLA”) contains supplementary provisions of our Terms of Service and concerns availability, maintenance, and response and recovery times for our Services. Please read this SLA carefully, as it is the version in force at the time you enter into the contract. If you have questions or comments about this agreement, please do not hesitate to contact us using info@hyble.co with “Support Helpdesk” in the subject line.
DEFINITIONS
For the purpose of this SLA, the terms in bold below are defined as follows:
“Available” or “Availability” means when the customer has unrestricted access to the Services.
“Business Days” means Monday to Friday, excluding January 1 and December 25.
“Business Hours” at hyble means from 8 a.m. to 6 p.m. GMT on Business Days.
“Response Time” means the time period until hyble’s confirmation of the reported defect, from receipt of the information required from the customer for hyble’s support team to begin resolution. After receiving a report of a defect, hyble shall use an appropriate method to provide the customer with a progress update.
CUSTOMER RESPONSIBILITIES AND OBLIGATIONS TO COOPERATE
It is the customer’s responsibility to ensure that it meets the following obligations to cooperate and that it does so at no cost to hyble:
report all incidents or issues to the Support Helpdesk promptly;
make every effort to be available to hyble during the resolution of a service-related incident or a request.
SERVICES MAINTENANCE SERVICES
hyble continually analyses the services to find potential for improvement, enhanced security, expanded functionality, and greater user friendliness. Suggestions by the customer will be analysed and incorporated into the functionality of the services at the discretion of hyble.
In the event of a service fault, the customer must contact us using info@hyble.co with “Support Helpdesk” in the subject line.
If a security vulnerability is found which does not constitute a defect, hyble will make every reasonable effort, within the limits of its operational capability, to fix the vulnerability on all affected services. If such a fix is not possible, hyble may insist that vulnerable systems are upgraded at short notice to mitigate the security risk.
SUPPORT HELPDESK
The hyble Support Helpdesk provides technical support and help on all hyble products and services.
It can be reached via info@hyble.co with “Support Helpdesk” in the subject line during the hours stated and under the following conditions.
The following aspects are covered by the Support Helpdesk:
System service interruption/outage;
System service updates/maintenance;
System service behaviour that is not in line with what the customer’s users expect;
Support regarding functionality.
The following aspects are NOT covered by the Support Helpdesk:
Requests from third-party provider(s) of the customer;
Networks, devices, servers and workstations managed by the customer;
Requests regarding configuration and customisation of hyble products and services.
SEVERITY DEFINITIONS
High
Critical security upgrades/patches/bugfixes
Downtime investigation and resolution
A major function of the hosting service is not operational for multiple users
Medium
A minor function of the hosting service is not operational for one or more users (who can continue to use other hosting features)
A user has questions about the hosting service functionality or needs assistance in using the service.
A user needs administrative service.
Content addition/modification/deletion
Low
Non-critical upgrades
Preparation for facilitating client penetration and other testing.
Enhancement requests
Implementing solutions to technology advances in browsers that may cause disruption to site functionality
WHAT IS REQUIRED OF HYBLE
hyble responsibilities and/or requirements in support of this agreement include:
Ensuring 99.5% Network and Power Availability of service(s) for hosting.
Meeting response times associated with service-related incidents.
Appropriate notification to Client for all scheduled maintenance.
Ensuring the hosting facilities and website are secured.
Security updates and bug fixes are applied within agreed timescales for website and hosting and web platforms.
SERVICE ASSUMPTIONS
Assumptions related to in-scope services and/or components include:
A minimum of two full backups per week of the hosting account will be carried out.
Changes to services will be communicated and documented to the client with a minimum notice period of 30 days; in normal circumstances, this notice will be included in the monthly report.
Amendments to site content included in hosting packages will be carried out to a maximum of one hour per month unless otherwise agreed.
This SLA does not cover service-related incidents caused by problems in the following:
Client’s local area network.
Client-provided Internet connectivity or end-user software.
Entities inside Client’s internal network including, but not limited to, firewall configuration and bandwidth shaping, local area workstations, or other servers, equipment, and software that have a potential bearing on the local networking environment (except web browser software).
Service requests which require major changes will be a change request and chargeable.
HELP AND COMPLAINTS
If you have any questions about cookies or about data protection at hyble, you can contact us by email using info@hyble.co with “Support Helpdesk” in the subject line.
CHANGES
The first version of this SLA was issued on Wednesday, 30th of October 2024, and is the current version. Any prior versions are invalid, and if we make changes to this policy, we will revise the effective date.
