Effective Date: May, 2025
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.
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.
3.1. 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.
4.1. 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.
Monthly Uptime Percentage | Credit (% of Monthly Fee) |
---|---|
99.0% – 99.89% | 10% |
98.0% – 98.99% | 25% |
95.0% – 97.99% | 50% |
Below 95.0% | 100% |
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.
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.
6.1. 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.
7.1. 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
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.
This SLA and Uptime Guarantee do not apply to service issues caused by:
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
Contact Method | Details |
---|---|
support@smarthost.ie | |
Phone | (01) 901 9700 |
Website | www.smarthost.ie |
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