Service Level Agreement (“SLA”)

These terms are part of, and are incorporated by reference into, the Terms of Service.


We understand the necessity of high availability to our customers and make every effort to provide services that consistently exceed your expectations. To offer outstanding security and performance to our customers,® (“MLW”) provides hosting through, a third-party vendor. manages and maintains the servers, infrastructure and hardware related to their network.  For purposes of this agreement, references to the network, infrastructure and hardware refer to those provided through our partnership with  Additionally, through our partnership with, the following guarantees in their Service Level Agreement ( are provided to our customers:


Network Availability

The network will be available 100% of the time (excluding scheduled maintenance and the exclusions listed below). Network uptime is the total time in a calendar month that the network is available through the Internet, provided the customer has established connectivity.  Thus, network uptime comprises the functioning of all network infra-structures including server hardware, cabling, switches and routers. Services or software running on the customer’s computer are not included in the definition of the network.

Network downtime is any unplanned or unscheduled interruption in the network defined above when the customer is unable to transmit and receive data and a ticket is opened for the incident in the MLW ticket tracking system.  Network downtime does not include the following:

  • Problems outside of the network including but not limited to customer’s inbound connection, customer’s ISP or local problems such as Browser or DNS caching.
  • Interruptions or failure of individual service caused by customer, their employees, customer’s customers etc. to their service. These include inaccurate configuration of software by the customer or non-MLW agent; installation of 3rd party software/plugins on the customer’s website or computer; customer abuse or over utilization of resources; malicious scripts, hacked servers, attacks, or exploits causing hardware or infrastructure  failures on the network.

Should a network outage occur the customer will receive a credit of 1/30th of the recurring base monthly fee paid for every 30 minutes of downtime (up to, but not exceeding 100% of one monthly payment, and the credit will be applied toward future payments). Delinquent customers may not take advantage of this SLA. All credits must be requested by the customer through the MLW ticketing system within three (3) days of the reported downtime, and the downtime must be from a single occurrence.  A credit under this SLA does not terminate this SLA, TOS or other documents incorporated therein.