Service Level Agreemnt (SLA)

Last updated on March 9th, 2022

We guarantee 100% uptime on our service(s). The SLA covers Network, Hardware and DDoS layers, but it does not cover any software or layers beyond SimpliServers' control.

SLA Exclusions:

1.Planned, Routine & Zero Impact Maintenances.

2. Misuse of the service by the client (Client errors).

3. Software Errors, including Bugs, Viruses, Exploits, Malware and Incidents where there is no known, viable commercially reasonable solution available.

4. Incidents caused by Acts of God or Natural Disasters.

5. Circumstances beyond the Company’s reasonable control, including, without limitation, acts of any governmental body, war, insurrection, sabotage, armed conflict, embargo, fire, flood, or labor disturbance, interruption of or delay in transportation

6. Outages elsewhere on the Internet that hinder access to your account. The Company is not responsible for browser, DNS, or other caching that may make your web site or email appear inaccessible when others can still access it. The Company will guarantee only those areas of the Internet considered under the control of the Company’s links to the Internet, the Company’s routers, and the Company’s servers themselves.

7. Delays in email delivery, Issues with 3rd party email systems, including refusal or rejection of email by 3rd party mail systems

8. DNS or Domain Registry issues outside the direct control of the Company including DNS and Registry propagation issues and expiration

SLA Terms:

To be eligible for our SLA policy, you need to claim the outage within 48 hours of the downtime by submitting a ticket. We will not process SLA compensations without a support ticket.

1. We reserve the right to deny SLA claims without providing a reason.

2. We investigate all SLA claims, and any invalid or fraudulent requests will be denied.

3. To claim SLA, you need to comply with our Terms of Service.

4. We credit SLA claims to account credits only, without exceptions.

5. We reserve a right to credit higher compensations depending on case by case situations.

We reserve a timeframe of up to 120 minutes to update our status page with incident information within operating hours and up until the next business day + 120 minutes outside operating hours.

Note that, our publishing time of the incident does not reduce or increase SLA compensations, thus you will be compensated for the duration of the actual outage.

Outage compensation

In the event of monthly availability falling below our guarantees (100% uptime with above terms), your account will be eligible for SLA compensation based on your monthly usage.

Agenda; Monthly availability | Outage time | Credited amount

  • 99.99% | 5 minutes - 15 minutes | 24 hours of affected service price to account credit.
  • 99.97% | 15 minutes - 25 minutes | 36 hours of affected service price to account credit.
  • 99.95% | 25 minutes - 59 minutes | 48 hours of affected service price to account credit.
  • 99.85% | 60 minutes - 129 minutes | 72 hours of affected service price to account credit.
  • 99.70% | 130 minutes - 219 minutes | 5 days of affected service price to account credit.
  • 99.50% | 220 minutes - 329 minutes | 7 days of affected service price to account credit.
  • 99.25% | 330 minutes - 439 minutes | 10 days of affected service price to account credit.
  • 99.00% | 440 minutes - 1319 minutes | 14 days of affected service price to account credit.
  • 97.00% | 1320 minutes - 2159 minutes | 21 days of affected service price to account credit.
  • 95.00% | 2160 minutes - 2799 minutes | 30 days of affected service price to account credit.
  • 93.00% | 2880 minutes - 4379 minutes | 60 days of affected service price to account credit.
  • 90.00% | 4380 minutes+ | Variable per incident.

Contact Us

For more information about Service Level Agreement you may contact us: