Our general terms and conditions are on the website. See http://www.customfaqs.com/terms.html

In addition, this covers the SLA.

Service Levels for Hosting Services

System Availability

Scheduled Maintenance. All necessary, Scheduled Maintenance will occur outside of normal business hours of 7am to 7pm (CT) Monday to Friday.
Maintenance time on average shall be less than four (4) hours per month.

Internet Connection.
WebQA's Application Server will be connected to the Internet and available to be accessed by Reseller and its Customers 99.0% of the time, measured in minutes, on a monthly basis, excluding Scheduled Maintenance (the "Internet Connection Service Level").

Server.
WebQA's Application Server shall also be operational and
accessible 99.0% of the time, measured in minutes, on a monthly basis, excluding Scheduled Maintenance (the "Server Up Time Service Level").

Notification of Failure.
WebQA shall monitor WebQA's Application Server, notify Reseller of any failure in service within one hour during Business Hours and undertake commercially reasonable efforts to restore promptly all failures of service at no additional charge to Reseller.

Backup Policy
 
Standard Backups.
Standard backups include data, databases, applications, and all configuration pieces required to restore the Customer installation.

Production Backups.
Incremental production backups occur daily; full production backups occur weekly. Backups are retained for 3 months at a secure offsite location of WebQA's choice.

Security
WebQA will use all commercially reasonable efforts to ensure that WebQA's Application Server is protected against security risks and vulnerabilities, including but not limited to (a) implementing security procedures which are, at a minimum, at least as secure as those available in the most recent versions of commercially available web hosting products; (b) password protected access and user ID's; (c) automatic log off of Authorized Users if idle or no action is taken after a specified period of time; and (d) isolation of Customer's data into separate databases.

Incident Recovery and Data Restoration
WebQA is prepared to expedite data recovery from backup media in the event of a system failure or urgent data restoration request, within eight (8) hours or less.

Disaster Recovery Services
WebQA will have access to a fully configured hotsite/recovery facility within eight (8) hours of disaster declaration.