This Service Level Agreement (“SLA”) sets forth the service commitments of Origin Studio Co. regarding uptime, availability, and support for its hosting services. It forms part of the agreement between Origin Studio Co. and the Customer and governs the remedies available in the event of service interruptions.
We may update this SLA from time to time, and continued use of the Services constitutes acceptance of any such updates.
1. Definitions
1.1 Service Level Objective (SLO)
Target uptime for the Customer’s managed website, set at 99.5% per month, measured by continuous HTTP/HTTPS availability from external monitoring locations.
1.2 Downtime
Any period when the Customer’s website is inaccessible to end-users due to a hosting service outage, as confirmed by Origin Studio Co's monitoring systems, calculated in minutes per month.
1.3 Service Credits
Compensation applied to the next invoice if monthly uptime falls below the SLO, capped at 100% of the monthly service fee.
1.4 Scheduled Maintenance
Planned maintenance that may cause temporary downtime. Customers are notified at least 48 hours in advance. Emergency maintenance is included in this exclusion.
1.5 Force Majeure
Events beyond Origin Studio Co. reasonable control.
1.6 Customer-Caused Downtime
Any downtime caused by Customer actions.
1.7 Third-Party Issues
Downtime caused by services outside Origin Studio Co's control, including DNS providers, CDNs, or domain registrars.
1.8 Traffic or Resource Limits
Performance issues or downtime caused by activity exceeding the Live Application’s, Hosting Plan’s, or Services’ capacity.
1.9 Service Modifications
Downtime resulting from changes made to the Services by anyone other than Origin Studio Co.
1.10 Security and Malicious Activity
Downtime caused by attacks, security breaches, or Customer negligence/failure.
2. Uptime Guarantee
2.1 Service Level Objective (SLO)
Our objective is to provide 99.5% monthly uptime for Customer's managed WordPress website. Uptime is measured by the continuous availability of the HTTP/HTTPS protocol from external monitoring locations.
2.2 Downtime Calculation
Downtime is defined as any period during which the Customer’s website is inaccessible to end-users due to an outage of the hosting service, as confirmed by our internal monitoring systems. Downtime is calculated in minutes on a monthly basis.
2.3 Service Credits
If the monthly uptime falls below the 99.5% SLO, the Customer is eligible for a service credit on the following month’s invoice, as detailed in the table below. The maximum service credit provided in any single month shall not exceed 100% of the Customer’s monthly service fee
2.4 Claim Process
To receive a service credit, the Customer must submit a written request to support@originstudio.nl within seven (7) business days of the end of the month in which the downtime occurred. The claim must include the dates and times of the alleged downtime. We will verify the claim against our system records and, if approved, apply the credit to the Customer's next invoice
3. Incident Response
3.1 Support Availability
Our standard support hours are Monday to Friday, 09:00 to 17:00 GMT+2. Support services are available through email and WhatsApp chat.
3.2 Response Time Objectives (RTO's)
We commit to providing a timely initial response based on the severity of the support request
Critical: (e.g., website inaccessibility) - Response within 3 hours.
High: (e.g., major functionality failure) - Response within 12 hours.
Medium: (e.g., minor bug or issue) - Response within 24 hours.
Low: (e.g., general inquiry or request) - Response within 24-48 hours.
4. Exclusions
4.1 Scheduled Maintenance
Downtime resulting from scheduled maintenance is excluded, provided the Customer has been notified at least 48 hours in advance via email. Emergency maintenance performed at any time is also excluded.
4.2 Force Majeure Events
Any event beyond our reasonable control, including but not limited to:
Natural disasters (fire, flood, earthquake, storm, or other acts of nature)
Acts of war, invasion, hostilities, rebellion, revolution, insurrection, terrorism, or other hostile activities
Government actions (sanctions, blockages, embargoes, or other governmental measures)
Labor disputes (strikes, lockouts, or similar disputes)
Failure of power sources or external service providers
Any other unforeseeable event Origin Studio Co. cannot reasonably anticipate, prevent, control, or avoid
4.3 Customer-Caused Downtime
Any downtime or performance issues caused by the Customer’s actions, including but not limited to
Installation of unsupported or faulty plugins, themes, or custom code
Errors in Customer-authored code or configuration of any Live Application
Misuse, misconfiguration, or exceeding agreed-upon resource limits (e.g., CPU, RAM)
Breach of the Agreement, applicable policies, terms, or other agreements
Customer machine access problems
4.4 Third-Party Issues
Downtime caused by services not under Origin Studio Co's direct control, including domain registrars, DNS providers, CDNs, or other external service providers.
4.5 Traffic or Resource Limits
Downtime or degraded performance caused by traffic, requests, processes, or other activity exceeding the capabilities of the Live Application, Hosting Plan, or Services.
4.6 Service Modifications
Downtime resulting from changes to the Services by parties other than Origin Studio Co.
4.7 Security and Malicious Activity
Downtime caused by malicious attacks, security breaches, or any issues arising from Customer negligence or failure to adhere to Origin Studio Co's security policies.
5. Limitations
5.1 Transfer and Value of SLA Credits
Customer may not sell, license, rent, or otherwise transfer SLA Credits. SLA Credits have no intrinsic or cash value, are non-refundable, and are not redeemable for cash.
5.2 Exclusive Remedy
This SLA sets forth Customer’s sole and exclusive remedy for any failure by Origin Studio Co's to meet the Uptime Guarantee.
2.4 Claim Process
To receive a service credit, the Customer must submit a written request to support@envision.nl within seven (7) business days of the end of the month in which the downtime occurred. The claim must include the dates and times of the alleged downtime. We will verify the claim against our system records and, if approved, apply the credit to the Customer's next invoice
3. Incident Response
3.1 Support Availability
Our standard support hours are Monday to Friday, 09:00 to 17:00 GMT+2. Support services are available through email and WhatsApp chat.
3.2 Response Time Objectives (RTO's)
We commit to providing a timely initial response based on the severity of the support request
Critical: (e.g., website inaccessibility) - Response within 3 hours.
High: (e.g., major functionality failure) - Response within 12 hours.
Medium: (e.g., minor bug or issue) - Response within 24 hours.
Low: (e.g., general inquiry or request) - Response within 24-48 hours.
4. Exclusions
4.1 Scheduled Maintenance
Downtime resulting from scheduled maintenance is excluded, provided the Customer has been notified at least 48 hours in advance via email. Emergency maintenance performed at any time is also excluded.
4.2 Force Majeure Events
Any event beyond Envision’s reasonable control, including but not limited to:
Natural disasters (fire, flood, earthquake, storm, or other acts of nature)
Acts of war, invasion, hostilities, rebellion, revolution, insurrection, terrorism, or other hostile activities
Government actions (sanctions, blockages, embargoes, or other governmental measures)
Labor disputes (strikes, lockouts, or similar disputes)
Failure of power sources or external service providers
Any other unforeseeable event Envision cannot reasonably anticipate, prevent, control, or avoid
4.3 Customer-Caused Downtime
Any downtime or performance issues caused by the Customer’s actions, including but not limited to
Installation of unsupported or faulty plugins, themes, or custom code
Errors in Customer-authored code or configuration of any Live Application
Misuse, misconfiguration, or exceeding agreed-upon resource limits (e.g., CPU, RAM)
Breach of the Agreement, applicable policies, terms, or other agreements
Customer machine access problems
4.4 Third-Party Issues
Downtime caused by services not under Envision’s direct control, including domain registrars, DNS providers, CDNs, or other external service providers.
4.5 Traffic or Resource Limits
Downtime or degraded performance caused by traffic, requests, processes, or other activity exceeding the capabilities of the Live Application, Hosting Plan, or Services.
4.6 Service Modifications
Downtime resulting from changes to the Services by parties other than Envision.
4.7 Security and Malicious Activity
Downtime caused by malicious attacks, security breaches, or any issues arising from Customer negligence or failure to adhere to Envision’s security policies.
5. Limitations
5.1 Transfer and Value of SLA Credits
Customer may not sell, license, rent, or otherwise transfer SLA Credits. SLA Credits have no intrinsic or cash value, are non-refundable, and are not redeemable for cash.
5.2 Exclusive Remedy
This SLA sets forth Customer’s sole and exclusive remedy for any failure by Envision to meet the Uptime Guarantee.