Read how we response to COVID-19 coronavirus outbreak -  Learn More

Service Level Agreement

We provide a valuable service but most importantly,

we value you.

Service Level Agreement (SLA) – Network

Subject to the exceptions below, if the Web Site Availability of customer’s Web site is less than 99.9%, Simplehost.sg will issue a credit to the customer, with the credit being calculated on the basis of the monthly service charge for the affected Services in the following manner:

100% – 99.9% uptime: No credit
99.9% – 99.5% uptime: 5% credit off next billing cycle.
99.5% – 99% uptime: 10% credit off next billing cycle.
99% – 98% uptime: 15% credit off next billing cycle.
98% – 95% uptime: 25% credit off next billing cycle.
Less than 95% uptime: 100% credit* off next billing cycle.
*Maximum compensation is up to 1 month’s worth of the customer’s subscribed service that is affected.

Exceptions: Customer shall not receive any credits under this SLA in connection with any failure or deficiency of Web Site Availability caused by or associated with:

Circumstances beyond Simplehost.sg’s reasonable control, including, without limitation, acts of any governmental body, war, insurrection, sabotage, armed conflict, embargo, fire, flood, strike or other labor disturbance, interruption of or delay in transportation, unavailability of or interruption or delay in telecommunications or third party services, virus attacks or hackers, failure of third party software (including, without limitation, eCommerce software, payment gateways, chat, statistics or free scripts) or inability to obtain raw materials, supplies, or power used in or equipment needed for provision of this SLA

Failure of access circuits to Simplehost.sg networks, unless such failure is caused solely by Simplehost.sg

Scheduled maintenance and emergency maintenance and upgrades

Third-party digital or physical attacks on Simplehost.sg servers, networks, and data centres, such as distributed denial of service (DDoS) attacks, or other forms of attacks or hacking.

DNS issues outside the direct control of Simplehost.sg

Issues with setup of services e.g. HTTP, FTP, POP, IMAP, or SMTP

False SLA breaches reported as a result of outages or errors of any Simplehost.sg measurement system

Customer’s acts or omissions (or acts or omissions of others engaged or authorized by customer), including, without limitation, custom scripting or coding (e.g., CGI, Perl, HTML, ASP, etc), any negligence, willful misconduct, or use of the Services in breach of Simplehost.sg’s Terms Of Service

Customer’s software causing an unreasonably high level of server resource usage

E-mail or webmail delivery and transmission

DNS (Domain Name Server) Propagation

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

Service Level Agreement (SLA) – Hardware

For hardware-related issues that require a replacement, the hardware replacement is guaranteed to be complete within SIX (6) hours. The hardware replacement timer begins once the customer opens a support ticket and Simplehost.sg determines the cause of the problem to be faulty hardware. The time it takes to troubleshoot and identify the issue/solution is outside of the SIX (6) hours Hardware SLA. The SIX (6) hours Hardware SLA also does not include the time required to install/setup/configure the operating system or applications.

Hardware SLA is not inclusive of the scheduled and upgrades maintenance that Simplehost.sg carries out occasionally. Hardware SLA is on a per-incident, and per hardware component basis.

100% – 99.9% uptime: No
99.9% – 99.5% uptime: 5% credit off next billing cycle.
99.5% – 99% uptime: 10% credit off next billing cycle.
99% – 98% uptime: 15% credit off next billing cycle.
98% – 95% uptime: 25% credit off next billing cycle.
Less than 95% uptime: 100% credit* off next billing cycle.
*Maximum compensation is up to 1 month’s worth of the customer’s subscribed service that is affected.

Service Level Agreement (SLA) - Support

Simplehost.sg offers 24/7 email support and phone support at office hours 9 to 6pm GMT+8 for its customers. The support provided covers only services related to the Customer’s hosting subscriptions with Simplehost.sg and does NOT include application support such as WordPress support, Joomla support, Outlook support, etc.

Simplehost.sg’s “6-hour resolution time” statement applies to most hosting-related issues that are within our control. External parties such as registrars, hosts, software/service providers, may delay resolution time. Resolution time may also vary due to more complex issues, and in these cases, the Customer will be informed by Simplehost.sg’s support team.

Transfer of Hosting Service (Hosting Migrations)

Simplehost.sg may, at our sole discretion and after your request, try to assist you to move your web hosting account to our infrastructure (“Hosting Migration”). Hosting Migrations are a service that are provided as a courtesy, and there are no guarantees regarding the success, possibility, or time required to perform and complete a Hosting Migration. Hosting Migrations are not available for websites with over 10GB of data or having more than 100,000 files. Some hosting platforms/companies have data in a proprietary or incompatible format, which may mean we will be unable to assist you in performing a Hosting Migration.

By requesting for a Hosting Migration, you represent and warrant that you are authorized to:

  • Provide us with access to your third-party hosting account, and
  • Allow us to migrate the data at the third-party host to us.

After a Hosting Migration has been performed, you are solely responsible for reviewing the functionality and accuracy of migrated content. If you are satisfied with the Hosting Migration, you will need to update your domain name’s DNS records so that the website is accessible in its new location. We will not backup any data during a Hosting Migration, and you are recommended to backup your third-party hosted website before migration. Any changes or revisions to your website during the migration process may cause complications and is advised to be avoided.

You agree that:

  • You retain sole contractual and any other fiduciary or legal responsibilities related to your third-party hosting account.
  • We are not liable for any delay in website availability, or loss of data related to your Hosting Migration.

Credit Request and Payment Procedures

In order to receive a credit, Customer must make a request for by sending an e-mail to help@Simplehost.sg.com. Each request in connection with this SLA must include the following customer information:

My Account Username:
Full Name:
Domain Name:
Date and Time:

Credit request must be received by Simplehost.sg within 30 working days at the time of unavailability of the relevant Service. If the unavailability is confirmed by Simplehost.sg, credits will be applied within 30 days of Simplehost.sg’ receipt of Customer’s credit request.

Not withstanding anything to the contrary herein, the total amount credited to Customer in a particular month under this SLA shall not exceed the total hosting fee paid by Customer for such month for the affected Service(s).

Note: Credits are not refundable and can be used only towards future billing charges.

Team Simplehost.sg