Our Service Level Agreement
First published on 2024-11-26
Thank you for choosing Moonshot OS!
Our broadest goal is to help you transform your own life and the lives of people around you by helping you develop a trusted brand and deliver industry-leading digital-first products and services to your customers. In the process, we want your customers to be amazed by your offerings and not even notice the technology they’re using.
To make that possible, we need to deliver a fully managed industry-leading digital experience that allows you to focus on growing your brand, audience, and business without worrying about the technical aspects or about security.
To that end, we only work with hosting suppliers that have industry-leading infrastructure, proven reliability, and commitment to high performance and high-quality service.
And we are relentless in our pursuit and road-testing of the perfect combination of premium plugins to enable your success.
1. Introduction
a. Overview. This Service Level Agreement (“SLA”) is an addendum to the Terms of Service and is part of the Agreement, which also includes any applicable Order Form(s), and should be read in conjunction with those documents.
It outlines the commitments provided by Moonshot OS (“we,” “us,” “our”) to its customers (“Customer,” “you”), including our performance standards, response times, and the responsibilities we both share to ensure your website and related technologies perform at a high standard.
b. Changes. Moonshot OS reserves the right to make changes to this SLA at any time. Customer’s continued use of the Services following any changes to this SLA constitutes Customer’s acceptance of such changes. Please periodically review this SLA and check for any updates.
2. Definitions
For the purposes of this SLA, the following capitalized terms shall have the meanings set out below:
a. Downtime: Any period during which the Moonshot OS service is unavailable, excluding scheduled maintenance, force majeure events (e.g., natural disasters, widespread internet outages, or third-party service disruptions), or issues caused by Customer actions. 
b. Maintenance Period: A scheduled period during which services may be unavailable or experience reduced functionality for maintenance and upgrades. Customers will be notified at least 48 hours in advance if this is expected to be longer than 2 minutes during our standard maintenance process.
c. Monthly Billing Period: The recurring 30-day period for which the Customer is billed for Moonshot OS services.
d. Monthly Subscription Value: The total amount paid by the Customer to Moonshot OS for services during the Monthly Billing Period.
e. SLA Credit: A service credit that may be issued to the Customer if Moonshot OS fails to meet the uptime guarantee as outlined in this SLA. Refer to Section 5 for more details on the calculation and conditions of SLA credits.
f. Uptime Guarantee: The commitment by Moonshot OS to ensure a certain percentage of service availability, calculated on a monthly basis. Refer to Section 4.a for details on uptime monitoring and Section 5 for SLA credit eligibility in case of a failure to meet the guarantee.
3. Scope of Services
This SLA applies to the following premium fully managed services provided by Moonshot OS:
a. Managed Hosting and Maintenance: Hosting, DNS management, server maintenance, performance monitoring, and management of plugins and themes.
b. Security: SSL management, enterprise-grade firewall, malware monitoring, and DDoS protection.
c. Regular Updates: Plugin, theme, software, and integration updates.
d. Regular Backups: Secure backups of Customer Content at a frequency and with the retention period outlined in your plan (e.g. as outlined in your Order Form(s)).
e. Technical Support: Access to support via email or support portal for urgent and routine issues.
4. Website Performance Commitments
The configuration below has been carefully designed to enable the same high level of performance typically used by complex and high demand websites, such as digital communities or e-commerce shops. Because we manage many sites through our agency, we are able to secure this level of performance even for our starter sites.
We commit to delivering the following (unless otherwise specified in your Order Form(s) or elsewhere in writing):
a. Uptime Monitoring and Guarantee. The uptime guarantee is 99.9%. Moonshot OS uses industry-leading monitoring tools to ensure uptime commitments are met. Our team actively tracks your website’s availability and initiates resolution efforts for any detected downtime.
b. Dedicated Container. Sites run inside isolated containers with their own dedicated resources.
c. Speed and Concurrent Processing. 16 PHP workers per site running on Google Cloud Platform CPU machines on their Premium Tier Network.
d. Security. Enterprise-grade Cloudflare DDoS with wildcard SSL certificate, malware scanning, and hack-fix guarantees.
e. Fast Server-Level Caching. Industry-leading server-level caching, including object, page, and database caching.
f. Traffic. 10,000 unique visits per month. *
g. Storage: 4 GB SSD. *
h. Email Volume: 3,000 email transactions per month. *
i. Transaction Emails. Dedicated SMTP to ensure high deliverability.
j. Bandwidth: 125 GB (Integrated Cloudflare CDN). *
k. Backup Retention: 30 days.
* Note: Moonshot OS also offers flexible add-ons and scalability options for things like traffic, bandwidth, storage, and email volume to ensure your infrastructure evolves with your business needs.
5. Premium Support Commitments
Our default support includes:
a. Support Response Time Goals:
- Standard Support Requests: Initial response within 4 business hours.
- Urgent Support Requests: Initial response within 1 business hour (for issues affecting site uptime, functionality, or performance).
- Resolution Time: Most issues resolved within 48 hours, depending on complexity and scope.
b. Support Availability:
- Support is available via support@moonshot-os.com from 9 AM to 6 PM, Monday – Friday, Mountain Time.
- Emergency support is available 24/7 for critical incidents, such as website downtime or security breaches.
6. SLA Credits for Uptime Guarantee
a. Purpose of SLA Credits. SLA Credits are intended to compensate Customers for any failure by Moonshot OS to meet the uptime guarantee as defined in this SLA.
b. Amount. If the uptime guarantee is not met, credits will be issued as a percentage of the total monthly subscription value, based on the duration of downtime within the monthly billing period:
- 99.5% – 99.89% uptime: 5% credit.
- 98% – 99.49% uptime: 10% credit.
- Less than 98% uptime: 20% credit.
c. Limitations. SLA credits:
- Are not redeemable for cash and are applied to future invoices.
- Are capped at one month’s subscription fees for the affected service.
- Do not apply to outages caused by scheduled maintenance, force majeure events, or issues resulting from customer actions.
d. Need to Request. To receive an SLA Credit, the Customer must submit a request to Moonshot OS at support@moonshot-os.com within 30 days of the end of the billing period during which the outage occurred. The request should include relevant details about the incident.
7. Customer Responsibilities
To ensure the smooth operation of services, Customers are required to:
a. Keep Account Information Up to Date. Provide accurate and up-to-date account information.
b. Keep Credentials Secure. Ensure that all login credentials remain confidential and secure.
c. Timely Communication. Respond to support inquiries promptly and provide necessary details to expedite issue resolution.
Final Notes
Thank you for trusting Moonshot OS to support your digital journey. Our mission is to enable your success by providing reliable, high-performance infrastructure and dedicated support so you can focus on what matters most – growing your brand and delighting your customers.
This SLA is designed to give you peace of mind and ensure we deliver a high-quality, reliable service.
For any questions, concerns, or feedback, please contact us at support@moonshot-os.com.
Previous Versions of This Document
None.