SLA - Service Level Agreement
Professional web hosting at budget prices
You will come across this statement several times on our website.
That we offer this is not just a marketing claim, but a promise.
Below we explain some of our promises.
Uptime
WebOké offers an uptime guarantee of 99.5% per year; that is our promise.
Our average uptime since 2017 has been 99.9%.
Our servers and network are monitored 24/7 by our system administrators.
If anything goes wrong, we respond within minutes, including at weekends and at night.
Support team availability
Our support team is available 24/7 to take action when problems occur.
WebOké offers a maximum response time of 24 hours on working days and 40 hours at weekends; that is our promise.
Our average response time (over 2021) is 1.56 hours on working days and 2.78 hours at weekends, including night-time hours.
Best-effort support
WebOké is fully responsible for the proper functioning of the hosting environment, and we provide 100% support for it.
This means we make sure the customer has all the necessary resources to use all the features we offer, and that these work properly.
As a web host we do not provide support for the customer's website, but we do give the customer advice and, depending on the problem, best-effort support.
The customer is responsible for maintaining their own website.
Exceptions
There are a few exceptions to our promises:
Force majeure:
If our uptime is affected by factors beyond our control, this counts as force majeure and does not affect our promise of an annual uptime of 99.5%.
Force majeure includes (but is not limited to):
- Failures of a WebOké supplier for which WebOké cannot hold the supplier liable. This may therefore mean force majeure on the supplier's side.
- Outages of public infrastructure that WebOké uses but has no power or control over, for example outages at RIPE, SIDN or the data centre providers.
Planned and announced maintenance:
Critical, announced maintenance on the network or systems of WebOké or its direct suppliers that results in a brief interruption of the service does not affect our promise of an annual uptime of 99.5%.