Service Level Agreement (SLA)

Service Level Agreement (SLA)

Last updated: 2026-04-25

This Service Level Agreement (“SLA”) defines the uptime commitment and service credit policy for Ojmi Managed WordPress Hosting services.

1. Uptime Commitment

Ojmi guarantees a 99.99% monthly uptime for customer WordPress websites hosted on our infrastructure.

Uptime is measured on a per-calendar-month basis.

2. Definition of Uptime

“Uptime” is defined as the ability to successfully access and load the customer’s WordPress website over HTTP or HTTPS, resulting in a valid server response.

A service is considered “down” when:

• The website is not reachable, or
• The server fails to return a valid HTTP/HTTPS response

Intermittent slow performance or partial functionality issues (e.g., plugin errors, layout issues) do not constitute downtime unless the site is completely inaccessible.

3. Scope of SLA (What is Covered)

This SLA applies only to the availability of the customer’s WordPress website hosted on OJMI’s managed WordPress infrastructure.

4. Exclusions (What is NOT Covered)

This SLA does NOT apply to the availability or functionality of:

• My Account / Client Area portal
• Control Panel / Hosting management portal
• Domain management systems
• Billing systems
• Any other dashboard, portal, or interface not directly serving the customer’s live WordPress website

Additionally, the following are excluded from uptime calculations:

• Issues caused by WordPress plugins, themes, or custom code
• Customer-initiated changes or misconfigurations
• Scheduled maintenance (with prior notice where applicable)
• DNS-related issues outside OJMI’s direct control
• Third-party service failures (including CDN, DNS, payment gateways, APIs, etc.)
• Security incidents originating from customer applications (e.g., compromised plugins)
• Force majeure events (natural disasters, war, government actions, etc.)

5. Service Credit Policy

If Ojmi fails to meet the 99.99% uptime commitment in a given month, customers may be eligible for service credits as follows:

6. Credit Terms

• Service credits are applied only as account credit
• No cash refunds will be issued under this SLA
• Credits can be used for future invoices or service renewals
• Total credits in a given month shall not exceed the monthly hosting fee for the affected service

7. Claim Process

To receive service credits:

• The customer must submit a claim within 7 (seven) days of the incident
• The claim must include:
  • Domain name
  • Date and time of the incident
  • Brief description of the issue

Ojmi reserves the right to validate claims against its internal monitoring systems.

8. Measurement & Verification

Uptime is measured using OJMI’s internal monitoring systems and logs. These records shall be considered the authoritative source for determining SLA compliance.

9. Maintenance

Planned maintenance may occur periodically to improve performance and security. Where possible, advance notice will be provided.

Scheduled maintenance windows are not counted as downtime under this SLA.

10. Limitation of Liability

This SLA defines the sole and exclusive remedy for any failure to meet the uptime commitment.

Ojmi shall not be liable for any indirect, incidental, or consequential damages, including loss of revenue, data, or business opportunities.

11. Modifications

Ojmi reserves the right to modify this SLA at any time. Updated versions will be published on the website and will take effect immediately upon posting.