This Service Level Agreement (SLA) outlines our commitment to providing a high level of service, uptime, and support for our hosting clients. This document defines our guarantees for network availability and support response time, and the corresponding credits available to clients in the event we do not meet these standards.
SLA Coverage
1.1
This SLA is an integral part of your hosting agreement with SimoHost Technologies and applies to all clients with an active hosting service. It ensures our responsibility to protect each client and to provide the best services available.
1.2
This agreement covers two primary areas: Network Uptime and Technical Support Response Time. The guarantees outlined here are applicable 24/7/365.
Uptime Guarantee
2.1
SimoHost Technologies guarantees a 99.9% Network Uptime. Network Uptime is defined as the period during which our core network infrastructure is available and responsive. This guarantee applies to the network connectivity from our data center to the internet backbone.
2.2
Uptime is monitored by our internal and third-party monitoring systems. In the event of a network outage, we will work diligently to restore service as quickly as possible.
Support Response Time
3.1
We guarantee an initial response to all technical support tickets submitted through our client area within a maximum of 4 hours. This guarantee applies to the first response from one of our technical support agents.
3.2
While we aim to resolve all issues promptly, this SLA does not guarantee a specific resolution time, as the complexity of issues can vary significantly. However, we commit to providing continuous updates on the progress of your ticket.
Service Credits
4.1
If we fail to meet the 99.9% Network Uptime guarantee in a given calendar month, you may be eligible for a service credit. For each full hour of network downtime beyond the 0.1% allowance, we will credit your account with 5% of your monthly hosting fee for the affected service, up to a maximum of 100% of your monthly fee.
4.2
To request a credit, please submit a support ticket to our billing department within 7 days of the incident. All credit requests will be verified against our monitoring data.
Exclusions
5.1
This SLA does not apply to any downtime or service unavailability resulting from: (a) scheduled maintenance windows, which will be announced in advance; (b) issues with the client's own applications, code, or configurations; (c) factors outside our reasonable control, such as major network outages beyond our data center or DDoS attacks.
This page was updated on 1st January 2020 and replaces the prior version in its entirety.
