Scope
This SLA applies to eligible ShellSecrets hosting, VPS, cloud management, email support, migration support, and managed infrastructure services unless a separate written agreement overrides it.
Operations
Service Level Agreement
Service availability, support expectations, maintenance, exclusions, and customer responsibilities for ShellSecrets managed services.
Last updated: May 7, 2026Contact ShellSecrets
Availability Target
We aim to maintain high availability for managed services under our control. Availability commitments depend on the product, provider, infrastructure design, billing status, and customer configuration.
Shared, cloud, and managed hosting environments are monitored for platform stability.
VPS and cloud workloads may require customer-approved architecture, backups, monitoring, and redundancy to meet higher availability goals.
Third-party systems such as domain registries, payment gateways, upstream networks, email providers, or customer-managed code are outside our direct control.
Support Response Targets
Critical outage: initial review as soon as practical after a valid support request is received.
High-impact service issue: prioritized during support triage.
Standard support, billing, and configuration requests: handled in the normal ticket queue.
Consulting, migration, and DevOps work: scheduled according to agreed scope and availability.
Maintenance
Maintenance may be required for security updates, platform improvements, migrations, hardware work, network changes, or emergency fixes. We attempt to reduce disruption and communicate planned maintenance where practical.
Backups and Recovery
Backup availability depends on the service plan and configuration. Customers should maintain independent backups for critical data. Restore requests are handled based on available backup points, service type, and data condition.
Exclusions
Customer code, plugins, themes, scripts, database queries, or misconfiguration.
Unpaid, suspended, expired, or cancelled services.
DNS propagation, domain registry issues, third-party outages, upstream provider incidents, or internet routing problems.
Security incidents caused by compromised credentials, outdated applications, insecure plugins, or customer-side access sharing.
Force majeure events, legal restrictions, abuse mitigation, emergency maintenance, or customer-requested changes.
Customer Responsibilities
Keep billing, contact, and service ownership information accurate.
Use strong passwords and protect account, SSH, email, panel, and application credentials.
Keep applications, plugins, themes, frameworks, and scripts updated where customer-managed.
Report issues with relevant domain, service, timestamp, error message, screenshot, or log details.
Contact
SLA and support questions can be sent through the client portal, support ticket system, or contact@shellsecrets.com.
