Service Level Agreement (SLA)
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
| Amount | Compensation |
|---|---|
| Downtime < 30 minutes | 0% SLA Credit |
| Downtime 30 to 59 minutes | 5% SLA Credit |
| Downtime 60 to 179 minutes (1–3 hours) | 10% SLA Credit |
| Downtime 180 to 359 minutes (3–6 hours) | 20% SLA Credit |
| Downtime 360 to 719 minutes (6–12 hours) | 30% SLA Credit |
| Downtime 720 minutes or more (12+ hours) | 50% SLA Credit |
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 support team is generally available up to 18h/ day, seven days a week, operating in the GMT+2 time zone.Critical errors, service disruptions, and other urgent technical issues are prioritized. We aim to review and address these incidents as soon as reasonably possible, subject to staff availability, the nature of the issue, and any required third-party assistance.
Non-critical requests are handled during regular business hours and in the order in which they are received. Support can be contacted by email or 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.