Hosting SLA and Support Policy

Last updated July 11, 2026

This policy explains the service targets and support expectations for Aimsparkk Hosting. It applies to backup-only hosting, managed WordPress hosting, and reviewed managed VPS workloads serving local or international customers.

Global delivery and hosting region

Aimsparkk supports remote onboarding for businesses serving customers worldwide. The current standard hosting platform operates from Helsinki, Finland in the European Union. Managed VPS location is confirmed separately after visitor geography, workload, application, backup, and support requirements are reviewed.

CDN, DNS, email, analytics, payment, security, and other third-party services may process or deliver data from other regions under their own terms. Clients with contractual, regulatory, or data-location requirements must disclose them before activation.

Support intake and coverage

Hosting requests can be submitted through the Aimsparkk dashboard at any time. Human response is handled during the business support window confirmed during onboarding or shown in the client account. Aimsparkk does not promise 24/7 human response, a fixed response time, or emergency coverage unless that commitment is written into the selected plan or a signed agreement.

Automated DNS, certificate, uptime, backup, or security checks may continue outside human support windows. An automated alert does not by itself guarantee that a person has reviewed or resolved the issue.

Support priorities

• Urgent: site unavailable, active malware warning, serious DNS/SSL issue, or hosting-related authentication risk. These are reviewed first during active support coverage.
• High: broken forms, failed migration step, backup restore need, or plugin/theme issue affecting an important business flow.
• Normal: setup questions, plan changes, mailbox requests, reporting, guidance, and routine hosting questions.
• Low: general advice, future improvements, documentation, and non-urgent reviews.

Priority describes queue order and business impact. It is not a guaranteed resolution time because DNS propagation, third-party systems, malware investigation, client approvals, migrations, and application defects can affect completion.

Availability target

Aimsparkk aims to keep hosted websites available and stable. Real-world availability can be affected by DNS providers, domain registrars, third-party services, plugins, themes, attacks, upstream network events, planned maintenance, client-side changes, and events outside reasonable control. Any formal uptime credit, availability percentage, or financial guarantee must be written into a separate signed agreement.

Managed support boundaries

Managed hosting support covers the hosting environment, DNS/SSL guidance, backups, uptime checks, security review path, and agreed WordPress or VPS care. It does not automatically include unlimited development, redesign, copywriting, ecommerce setup, paid plugin licenses, custom integrations, business email administration, third-party platform support, or security recovery beyond the selected plan.

Backup-only hosting has a narrower boundary: the client or their developer manages WordPress, plugins, themes, content, malware issues, speed tuning, and website fixes unless a separate scope is approved.

Maintenance

Maintenance may be scheduled for security, performance, backup, migration, SSL, runtime, or infrastructure work. Aimsparkk tries to avoid risky changes during high-traffic windows when the client has provided campaign, launch, or event dates in advance. Emergency security or stability work may require shorter notice.