Service Level Agreement

Effective Date: May, 2025

1. Introduction

This Service Level Agreement (“SLA”) forms part of the SmartHost Terms and Conditions of Service (“T&Cs”) and outlines the service level commitments that SmartHost Web Services Limited (“SmartHost,” “we,” “us,” “our”) provides to its customers (“Customer,” “you,” “your”). 

This SLA defines the performance standards applicable to our Virtual Private Server (VPS) hosting services and the remedies available when those standards are not met. 

This SLA applies only to VPS hosting services. It does not apply to Shared Hosting, domain registration, SSL certificates, standalone email services, or any other services not explicitly referenced. Shared Hosting is not covered by any service credit entitlement under this SLA.

2. Definitions

The following definitions apply in this SLA, in addition to those in the SmartHost T&Cs: 

2.1. Uptime 

 The percentage of total minutes in a calendar month during which the Customer’s VPS server hardware and SmartHost-managed network connectivity are accessible via the internet. 

2.2. Downtime 

The total number of minutes in a calendar month during which the Customer’s VPS is inaccessible. Downtime is measured from the time SmartHost validates the service interruption (via monitoring or Customer notification) until the VPS is restored. Downtime excludes periods covered under Section 8 (Exclusions). 

2.3. Affected Service 

 The specific VPS instance that experienced Downtime and for which a service credit is requested. 

2.4. Monthly Fee 

 The recurring monthly fee paid by the Customer for the Affected Service. It excludes one-off charges, premium support, licenses, and other unrelated services.

3. Uptime Commitment

3.1. Uptime Guarantee 

 SmartHost guarantees 99.9% monthly Uptime for VPS server hardware and network infrastructure under its direct management. 

3.2. Uptime Calculation 

 Uptime (%) = 

 ((Total Minutes in Month – Verified Downtime Minutes) / Total Minutes in Month) × 100 

Only Downtime verified by SmartHost’s internal or authorised third-party monitoring systems is used in this calculation. 

4. Service Credits

4.1. Eligibility 

 Customers may request a service credit if the Uptime for an Affected Service falls below the 99.9% threshold in a given calendar month. 

4.3. Maximum Credit 

 The total service credit in any given calendar month will not exceed 100% of the Monthly Fee for the Affected Service. 

4.4. Credit Application 

 Service credits are applied to the next invoice for the Affected Service. They are not cash refunds. Credits may be forfeited if the account is terminated or has an outstanding unpaid balance. 

5. Support Response Times

SmartHost provides technical support via our official helpdesk. Target response times are published in our Knowledge Base article: 

 SmartHost Support Response Times: Your Comprehensive Guide 

These targets refer to the time for initial acknowledgement and investigation, not resolution. Actual resolution times vary by issue complexity. 

6. Maintenance

6.1. Scheduled Maintenance 

 SmartHost will provide at least 48 hours’ notice for maintenance that may cause disruption. Notice will be issued via email or posted on the SmartHost website. Such Downtime does not count toward SLA Uptime calculations and is not eligible for service credits. 

6.2. Emergency Maintenance 

 In urgent scenarios (e.g., patching vulnerabilities or replacing failed hardware), SmartHost may carry out emergency maintenance without prior notice. Any Downtime caused is excluded from Uptime calculations and credit eligibility. 

7. Credit Request Procedure

7.1. Submission 

 Customers must submit a service credit request via a support ticket with the subject: “SLA Credit Request” to: support@smarthost.ie within 7 calendar days of the incident. 

7.2. Required Information 

• Customer name and account ID 

• Affected VPS identifier (hostname or IP address) 

• Incident date(s) and time(s) (including timezone) 

• Description of the issue and steps taken 

• Supporting logs or error data (if available) 

7.3. Verification 

 SmartHost will validate all claims against system logs and monitoring tools. Our determination is final and binding. 

7.4. Credit Issuance 

 If the claim is approved, the credit will be issued on the next invoice. Incomplete or late requests will not be considered. 

8. SLA Exclusions

This SLA and Uptime Guarantee do not apply to service issues caused by: 

• Violation of the SmartHost Acceptable Use Policy or T&Cs 

• Scheduled or Emergency Maintenance (Section 6) 

• Customer-side applications, code, scripts, or configuration errors 

• Security settings, misconfigurations, or Customer-initiated actions (e.g., IP blocks, firewall rules) 

• Access via the Customer’s compromised credentials or equipment 

• DDoS attacks, viruses, or other malicious activity targeting the Customer or SmartHost 

• Failures of third-party services outside SmartHost’s control (e.g., DNS, backbone providers, Customer software) 

• Force Majeure events (as defined in the T&Cs) 

• Downtime during which the Customer is in arrears or in breach of payment terms 

• Suspensions or terminations by SmartHost in accordance with the T&Cs 

• Local network issues or internet access problems at the Customer’s premises 

9. SLA Amendments and Contact

9.1. Modifications 

 SmartHost may update this SLA to reflect service changes, business practices, or legal requirements. Reasonable notice (15–30 days) will be provided via email or website notice. Continued use of services after notice constitutes acceptance. 

9.2. Contact Information