Chat with us on WhatsApp

Sales Department

Sales Department

Home » Hosting » SLA

Guaranteed Hosting Uptime & Service Level Agreement (SLA)

KnownHost LLC guarantees a 99.9% network uptime.

Service Level Agreement

If in any given month we fail to meet this guarantee a KnownHost customer is eligible for a credit on their current hosting account. You must meet the below requirements in order to be eligible for an SLA credit:

Choosing the best hosting services provider among numerous hosting service providers is a tough task. We make sincere efforts to provide services that give 100% satisfaction to our customers. This SLA applies to all service users of Smartinfosys.net. The following levels of services are offered to assure peak accessibility and execution.

Smartinfosys.net guarantees 99.9% network uptime. If in case and at any period of time, our network fails to meet this guarantee, our customers are credited on their current hosting accounts.

Smartinfosys.net SLA – 99.9% network uptime guarantee with customer credit

Eligibility Requirements for SLA Credits

Eligibility requirements for SLA credit – account status, helpdesk ticket submission, and timeline

Eligibility Requirements for SLA Credits

In order to be eligible for SLA credit, you must
meet following requirements:

  • Your account must be in good standing
  • In order to receive a credit, the client must make a request for credit through helpdesk
  • It is compulsory to submit a ticket through our helpdesk to the sales division
  • All petitions must be received within 5 days of the reported downtime
  • All requests should contain a ticket # of the service interruption

SLA Credit will be generated as follows based on your monthly renewal price:

SLA Credit will be generated as follows based
on your monthly renewal price:

Uptime Guarantee

SLA Credit

99.9%
Guarantee
99.8%
10%
99.7%
20%
99.6%
30%
99.5%
40%
99.4%
50%
99.3%
60%
99.2%
70%
99.1%
80%
99.0%
90%
Less than 99.0%
100%

SLA Credit will be generated as follows based on your monthly renewal price:

SLA credit table – uptime guarantee and corresponding credit based on monthly renewal price

Smartinfosys.net is not responsible for downtime regarding listed below and as such will not issue credits for the following:

SLA exclusions – downtime not covered for maintenance, ISP, or customer issues

Smartinfosys is not responsible for downtime regarding listed below and as such will not issue credits for the following:

Smartinfosys.net is not responsible for downtime
regarding listed below and as such
will not issue credits for the following:

  • Use of internal services like MySQL, Apache, PHP, etc.
  • Disruption due to scheduled downtime or preset maintenance
  • Interruption of service due to unpaid invoices, abuse notifications and violations of TOS
  • ISP or local connection problems
  • Customer-controlled downtime
  • Acts of Force Majeure

This SLA is subject to change at the sole discretion of KnownHost LLC and will be updated on the web site. Any changes made to this SLA will take effect 5 days after it is published.

Please note that this SLA may change at the sole discretion of Smartinfosys.net at any time & will be updated on the website. The alterations made to this SLA will be in effect 5 days after it is issued.