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.

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.

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