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Legal

Service level agreement

This page sets out what you can expect from Ultaria when we run services for you. Where your signed quotation says something different, the quotation applies.

What this covers

This agreement covers the services we run for you under an annual plan: web hosting, domains and DNS, DNS hosting, the CDN add-on, WordPress care, private cloud, managed servers and cloud backup. For SEO and AEO, it covers support and how we work with you.

How to reach us

  • Email, phone (also on WhatsApp and Telegram) and our ticket system, in Arabic and English, every day from 9 am to 9 pm Damascus time, which is 7 am to 7 pm Central European Time (CET, UTC+1).
  • On managed plans, an emergency line that is answered around the clock.

Response times

We respond to an urgent outage within 1 hour, at any time. We respond to other requests within one working day. A response means a named expert has picked up your request and started on it. It is not a promise of how long the fix will take, but we will tell you what we find and what happens next.

Availability

We quote only the figures that our infrastructure providers commit to. Cloud servers have a monthly server availability of 99.9%. Premium DNS has an availability of 100%. We do not state an availability percentage for dedicated servers or web hosting. We check every server and site we run every minute from four locations, and our experts receive an alert straight away if something fails.

Any remedy for missing a committed figure is stated in your quotation.

Planned work

We announce planned work that affects your service in advance. Urgent security fixes may be applied at once, after a backup. Other updates follow the schedule we agree with you.

Backups

Cloud servers are backed up daily, and the last seven backups are kept. Cloud backup is a separate product unless your main service includes it. We run restore tests with you where we have agreed to.

Plans, changes and refunds

  • Plans run for a year.
  • If you move to a larger or smaller plan, the unused part is credited to your account.
  • New web hosting accounts have a 14-day refund period.
  • Moving a website to our shared web hosting is free. Any set-up cost, and the cost of moving a VPS or dedicated server, is stated in your quotation.

What is not covered

This agreement does not cover problems caused by your own software, content or settings, by services provided by others, by attacks or events beyond reasonable control, or by planned work we told you about.

Reporting a problem

Email info (at) ultaria.com, call or message us on the number on our contact page, or open a ticket. Tell us what is wrong, since when, and which service or domain it affects.

Changes

We may update this agreement. We will change the date on this page and tell customers about changes that affect them.