Service Level Agreement (SLA)

Best Friend

Scope of Service

The following Services are covered by this Agreement

• Weekly Updates
• Real-Time Backups
• 24/7 Activity Monitoring
• Weekly Malware and Virus Monitoring
• Security Certificate (TLS)
• Security Firewall (WAF)
• Server Hardening
• Malware Removal in 24 Hours
• Same-day backup restoration
• High Priority Support
• E-commerce support
• 4 Hours of Development for Site Changes.

Service Details Included:

Updates

• The management service includes updates to the WordPress system, its plugins, and server software updates. Plugin updates will be performed whenever a new version of the plugin is available.

• BlueTide will not be responsible for developing new versions of plugins.

• If the client makes a change that causes a website configuration error, the server clone from the last update or daily backup is restored.

Monitoring

• The 24/7 monitoring service will be provided using the Amazon Health Check tool.

Security

• This service includes implementing firewall rules using Sucuri to protect against the following types of attacks:
  • Bruteforce of login.
  • Abuse of website services (forms, searches, APIs).
  • SQL injection patterns.
  • Basic denial of service attacks.
  • Traffic from malicious sources.
  • DDOS attacks.
• This service includes DNS management.
• This service includes measures to mitigate site security risks. However, it is not a guarantee that the site will not be compromised or that users with access will destroy the site.
• If the site cannot be brought back online due to an attack, the server clone from the last update or daily backup is restored.
• This service implements certain anti-hacker measures, but it does not provide protection against hacking attacks. In the event that the site is attacked, this service will not provide forensics or any special configurations to protect it. The site will simply be restored.
• BlueTide cannot guarantee website hosting in the event of cyberattacks that are not addressed by the client, which may cause service interruptions.

Backups

• Daily backup will be done through Sucuri.
• The daily and monthly backups will only include the WordPress files and database. Server cloning is not included.

Notes Additional

• The Client must provide the necessary access for BlueTide to provide the service. This access must be at the administrative level of WordPress and the hosting server where the WordPress installation is stored.

Zoho Desk / Help Center

Monitored Help Desk System (via the Zoho Desk platform) and Help Center Portal:

The Service Provider will implement a Help Desk system solution through the Zoho Desk web application. All emails sent to the specified address will be collected through the Help Desk system to create a support ticket.

This Help Center Terms of Service Agreement:

• It will remain valid until replaced by a revised agreement mutually endorsed by the interested parties.
• It outlines the parameters of all IT services covered as mutually understood by the primary stakeholders.
• It does not replace current processes and procedures unless explicitly stated in this document.
• It is valid from the Effective Date described in this document and until further notice.
• Debe ser revisado como mínimo una vez por año fiscal; sin embargo, en lugar de una revisión durante cualquier período especificado, el Acuerdo actual permanecerá en vigor.

The Business Relationship Manager ("Document Owner") is responsible for facilitating periodic reviews of this document. The content of this document may be modified as needed, provided mutual agreement is obtained from key stakeholders and all affected parties are informed. The Document Owner will incorporate all subsequent revisions and obtain mutual agreement/approval as needed.

Requirements of the Cient

The Client's responsibilities and/or requirements in support of the agreement require:

Reasonable availability of the customer's representative(s) to resolve an incident or request related to the service.

The customer must provide the necessary information, assistance, and instructions to enable the supplier to meet the performance standards, for example, by providing appropriate notice and disclosing known relevant information.

The client must report all incidents, inquiries, and requests through the channels and processes defined in this agreement.

Payment for all support-related costs will be billed at the end of the current month.

Force Majeure Clause

Availability of the Service

The specific coverage parameters of the service(s) covered under this Agreement are as follows:

The response time for support outside of the previous levels and as part of the support hours available for this plan will be:

Schedule

Lun-Vie: 9:00 – 17:00 Sáb: 9:00 – 13:00

Response Time

2-4 hours response time.

*Tickets received outside of business hours will be collected and assigned to a support agent; however, no action can be guaranteed until the next business day.

Considerations:

• Late Payment Surcharge: In order to maintain a transparent relationship, we have introduced a 10% surcharge on the total invoice amount for late payment, applicable 15 days after the due date. We appreciate your commitment and would like to remind you that after this deadline, we will disconnect your service.
• Notification of Disconnection or Cancellation of Services: We recognize the importance of planning and want to provide you with the best possible service. Therefore, we ask that any requests to disconnect or cancel services be notified at least one week in advance.
• Reconnection with Additional Charge: In cases where services are disconnected due to late payment, reconnection will be subject to an additional 10% charge on the outstanding balance.

These policies are designed to ensure the continuity of our services and strengthen our collaboration. We appreciate your understanding and support in implementing these improvements.