Service Level Agreement

1. Overview

This Service Level Agreement (“SLA”) describes how DataGuys.co LLC (“DataGuys”, dataguys.co), operating worldwide, monitors hosting services, handles incidents, and communicates with customers. It is part of our Terms of Service. Capitalized terms not defined here have the meaning given in the Terms. If there is any conflict between this SLA and the Terms on service availability, this SLA controls.

2. Services covered

This SLA applies to the following paid, active hosting services on their standard infrastructure:

• Web Hosting
• WordPress Hosting
• Hosting Plus (semi-dedicated)
• VDS / VPS servers

This SLA does not apply to:

• domain name registration, transfer, or DNS-only services;
• professional email or email-only plans (governed by the email provider’s own terms);
• custom website design and build projects;
• SEO, marketing, and other professional or one-time services;
• free trials, beta features, promotional add-ons, and any service not yet paid for or already suspended, cancelled, or terminated.

3. Monitoring and availability

We own our servers, monitor our infrastructure around the clock, and work to keep services available. DataGuys does not guarantee a specific uptime and does not issue service credits. Monitoring helps us identify problems and respond; it is not a promise of uninterrupted service or a fixed restoration time.

We maintain the physical hardware and network, and the managed server platform where included in your plan. VDS / VPS servers are self-managed: we maintain the hardware, virtualization layer, and network, while you manage your operating system and software.

4. Incident handling and communication

When monitoring or a customer report identifies an incident, we investigate, work to restore affected services, and check that they are operating again. We share service updates on our status page and by email to affected customers as we learn more, including what is affected, any steps customers need to take, and when the incident is resolved.

If your service appears unavailable, check the status page and report the problem through support or email contact@dataguys.co. Include your domain or service, when the issue started, and any error messages so we can investigate.

5. Support response expectations

A real person usually replies to support requests within one business day, as described on our support page. You can call or text us seven days a week. For a hosting emergency, such as a site that is down or hacked, call (520) 309-5786 for the fastest response. These are response expectations, not guaranteed response or resolution times.

6. Maintenance and other interruptions

We perform planned maintenance on servers and network equipment. Wherever practical, we schedule it during low-traffic hours and give advance notice by email, status page, or account notice. We aim to keep maintenance brief. Emergency or security work may need to happen without advance notice; we communicate updates as information becomes available.

Availability can also be affected by events outside our control, upstream providers, attacks, third-party services, your application or configuration, resource limits, or connectivity on your end. We investigate reports to help identify the cause and explain the next steps. Services may also be suspended under the Terms or our Acceptable Use Policy.

7. Refunds and liability

Downtime does not by itself entitle you to compensation. Refund eligibility, including the 7-day first-purchase money-back guarantee, is governed by our Refund Policy and the Terms. This SLA creates no monetary remedy and does not expand the limitations of liability in the Terms.

8. Changes to this SLA

We may update this SLA from time to time. When we make a material change, we update the “Last updated” date above and, where appropriate, notify active customers of covered services.

9. Contact

Questions about this SLA, or need to report an outage? Email contact@dataguys.co or call or text (520) 309-5786. DataGuys.