At Softsys Hosting, we are committed to providing enterprise-grade network performance with a 99.9% Network Availability Guarantee. This Service Level Agreement (SLA) applies to all customers with valid hosting service agreements. If network uptime falls below this guaranteed threshold, customers are eligible for service credits as described below.
To clarify the scope of this SLA, the following definitions apply:
The “Softsys Hosting Network” refers to:
All network infrastructure (hardware and equipment) owned and managed by Softsys Hosting data centers
All internal cabling within Softsys Hosting facilities
Not included in the SLA:
On-premise customer equipment
External circuits between Softsys Hosting and customer sites
Third-party networks or infrastructure outside our control
This is the recurring monthly fee paid by customers for their hosting plan or server rental. The base fee does not include:
Licensing fees
Add-ons like extra IPs, RAM, or disk space
Setup charges or variable bandwidth usage costs
"Network Availability" refers to the percentage of total time per month (24/7) that the Softsys Hosting network is accessible by third parties, as monitored and measured exclusively by Softsys Hosting systems.
Softsys Hosting guarantees 99.9% uptime for its global hosting network. Should the uptime drop below this level, the customer may request service credits as follows:
5% account credit for every 60 minutes of downtime
Maximum credit of 40% of the monthly base fee
Licensing and optional add-on services are not included in credit calculations
Service credits will not be issued for downtime or performance issues caused by:
Force Majeure Events: natural disasters, wars, government actions, strikes, or sabotage
Third-party failures: including ISPs, DNS servers, software bugs, or external data centers
Planned or emergency maintenance by Softsys Hosting
Server hardware failures
Customer-side issues such as faulty custom code (ASP, PHP, Perl, etc.)
False outage reports due to user monitoring tools or misinterpretations
Violations of our Terms of Service or Acceptable Use Policy
To request a credit for a verified downtime event:
Submit a ticket via the Softsys Hosting Help Desk within 7 business days
Include the exact date and time of the network outage
If confirmed by our team, your credit will be processed within two billing cycles
Incomplete or inaccurate credit requests will not be honored
Softsys Hosting delivers industry-leading hosting uptime backed by this SLA. Our proactive support and high-performance infrastructure ensure your website or application stays online and running smoothly.
🔐 Softsys Hosting offers a 99.9% Network Availability Guarantee backed by expert support and world-class infrastructure.
If you need help or have questions about this SLA, please contact Softsys Hosting Support.
