Legal
Service and availability (SLA)
What you can expect from us on availability and help, per plan. No vague levels, just exactly what you get. These agreements are part of the terms and conditions (article 9).
1. Per plan
| Static | WordPress Start and Plus | Care: option, included in Pro and Webshop | |
|---|---|---|---|
| Availability | No guarantee, but our best effort | Target 99% per month | Target 99.5% per month, with compensation |
| Reply to your email | Within 3 working days | Within 2 working days | Within 1 working day |
| Reporting an outage | By email | By email | By email, with priority |
| Backups kept | 7 days | Start 7 days, Plus 30 days | Pro 30 days, Webshop 90 days |
| Restoring a backup | Once a month included | Once a month included | Unlimited |
| Compensation for outages | None | None | See section 4 |
| Price | Included | Included | € 3,00 per month extra, per site; included in Pro and Webshop |
Working days are Monday to Friday, except Dutch public holidays. The reply time starts when your email arrives. A reply is a real answer from a person, not just an acknowledgement. We do not promise a fix within that time, but we do tell you what we are going to do.
2. How we measure availability
Every few minutes we check from outside whether your site responds. Your site counts as unavailable when that check fails several times in a row because of a cause on our side. We calculate the percentage per calendar month.
Not counted:
- planned maintenance and moves we announced at least 24 hours in advance (article 9.2 of the terms);
- problems caused by your own site, such as a broken plugin, a full plan or an error in your files;
- problems with your domain name, DNS or email provider, or elsewhere on the internet outside our network;
- suspension under the terms, for example for an unpaid invoice or abuse;
- force majeure, as described in the terms.
3. Reporting an outage
Email info@daylit.nl with the address of your site, what you see and since when. With the Care option, put [Care] in the subject and we handle your message with priority.
4. Compensation with the Care option
If your site with the Care option does not reach 99.5% in a calendar month, you get back 10% of the monthly price of your plan plus the Care option for every started hour your site was unavailable beyond what that limit allows, up to 50% per month. We deduct the compensation from your next payment, or refund it if you cancel.
You request the compensation by email within 30 days after the end of the month. You do not need to prove anything: we use our own measurements and send them to you.
This compensation comes on top of your statutory rights and does not replace them.
5. The Care option
WordPress Pro and Webshop include the Care option. With the other plans you can add it per site. You pay it for the same period as your plan and cancel it the same way. If you stop the Care option, the agreements of your plan apply again from the next period.
6. Changes
We may change these agreements as described in article 20 of the terms. You hear about a change to your disadvantage at least 30 days in advance, and you may then cancel free of charge.