Service Level Agreement
Last updated: May 2026
This Service Level Agreement ("SLA") describes the level of service ColSythe Technologies LLC ("we", "us", or "our") commits to providing to clients on active hosting or care plans. This SLA applies to all managed hosting services provided through colsythe.com.
Uptime Commitment
We target 99.9% uptime for all hosted websites, measured on a monthly basis. This equates to no more than approximately 43 minutes of unplanned downtime per month.
Uptime is monitored at the infrastructure level through our hosting provider, HostArmada. In the event of a service disruption, we will communicate status updates to affected clients as quickly as reasonably possible.
Support Response Times
Response times are measured from the time a support request is received at hello@colsythe.com during normal business hours (Monday–Friday, 9am–5pm ET), excluding public holidays.
| Plan | Response Time |
|---|---|
| Starter | Within 48 hours |
| Professional | Within 4–8 business hours |
| Enterprise | Within 1 business hour |
Response time refers to initial acknowledgment of your request. Resolution time varies depending on the nature and complexity of the issue.
Exclusions
The uptime commitment does not apply to downtime caused by any of the following:
- Scheduled maintenance — We will provide advance notice of any planned maintenance that may affect availability.
- Third-party infrastructure outages — Downtime caused by our hosting provider (HostArmada) or upstream network providers outside our direct control.
- Client-caused issues — Downtime resulting from actions taken by the client, including unauthorized modifications to site files, plugins, or configurations.
- Third-party services — Failures in external services integrated into your site (e.g., payment processors, form handlers, CDNs not managed by us).
- Force majeure — Events beyond reasonable control, including natural disasters, government actions, or widespread internet outages.
Remedies
We operate on a best-effort basis. In the event of an SLA breach, we will work to restore service as quickly as possible and communicate transparently throughout the incident. We do not currently offer financial credits or refunds for downtime.
If you experience repeated or prolonged service disruptions, contact us at hello@colsythe.com and we will work with you to find a resolution.
Backup Policy
Daily backups are performed for all hosted websites. Backups are retained for 30 days. While we make every effort to maintain reliable backups, we recommend clients maintain their own independent copies of critical data. We are not liable for data loss in the event of a backup failure.
Changes to This SLA
We may update this SLA from time to time. Material changes will be communicated to active clients via email with reasonable advance notice. Continued use of our services after changes take effect constitutes acceptance of the revised terms.
Contact
Questions about this SLA? Reach us at hello@colsythe.com.