This Service Level Agreement (“SLA”) defines the minimum performance guarantees for the Network and Server availability provided by Smartify Host LLC (“Smartify Host,” “we,” “us,” or “our”) to our customers (“Customer” or “you”). This SLA is incorporated by reference into the Terms of Service (ToS).
Last updated: October 1, 2025
1. Network and Server Uptime Guarantee
Smartify Host guarantees that our Network and Server Infrastructure will be available to the Customer 99.9% of the time in any given calendar month, excluding scheduled maintenance.
1.1 Guaranteed Uptime Schedule
| Service Level | Guaranteed Availability | Maximum Allowed Downtime per Month |
| Network & Server Uptime | 99.9% | 43 minutes 49 seconds |
If the guaranteed uptime level is not met in a calendar month, the Customer may be eligible for a Service Credit as defined in Section 3, subject to the exclusions listed in Section 4.
2. Measurement and Reporting of Downtime
2.1 Definition of Downtime
Downtime is defined as any period during which the Customer’s primary web service (HTTP/HTTPS) is unavailable due to an unexpected failure in the Smartify Host core network or server infrastructure.
Downtime is measured from the time the Customer opens a support ticket documenting the specific outage and its effect on service availability, until the time Smartify Host resolves the issue and the service is confirmed to be operational.
2.2 Measurement Tool
Smartify Host uses internal and third-party monitoring systems to track network and server availability. These systems are the final source of truth for all calculations of Downtime.
3. Service Credits and Claims
If the actual availability of the Network and Server Infrastructure falls below the 99.9% Guarantee in any calendar month, the Customer is eligible for a Service Credit based on the schedule below.
3.1 Service Credit Schedule
| Monthly Uptime Percentage | Service Credit Applied |
| 99.9% or Higher | 0% of monthly fee (No credit) |
| 99.0% to 99.89% | 10% of the affected monthly service fee |
| 98.0% to 98.99% | 25% of the affected monthly service fee |
| 97.99% or Less | 100% of the affected monthly service fee |
3.2 Claim Process
- Notification: The Customer must submit a claim for a Service Credit via a support ticket within seven (7) calendar days of the end of the month in which the Downtime occurred.
- Required Information: The claim must include the dates and times of the outages and the ticket numbers previously opened detailing the Downtime.
- Credit Issuance: If the claim is validated by Smartify Host’s internal monitoring logs, the Service Credit will be applied to the Customer’s account for use against future service fees.
3.3 Credit Terms
- Service Credits are the sole and exclusive remedy for any failure by Smartify Host to meet the uptime guarantee.
- Service Credits are calculated based on the net monthly fee paid by the Customer for the affected service only, excluding taxes, add-on services, or domain registration fees.
- The total amount of Service Credits awarded in any calendar month shall not exceed 100% of the monthly service fee for that month.
- Service Credits have no cash value and are non-transferable.
4. SLA Exclusions
Downtime related to the following conditions is excluded from the Network and Server Uptime Guarantee and will not count towards a Service Credit claim:
- Scheduled Maintenance: Downtime for pre-announced, essential maintenance activities, typically performed during off-peak hours (e.g., 1:00 AM – 5:00 AM UTC). Smartify Host endeavors to provide at least 48 hours notice for all major scheduled maintenance.
- Customer Actions: Outages caused by Customer negligence, misconfiguration (e.g., incorrect DNS settings), coding errors, or use of applications that overload server resources (violating the AUP).
- Exceeding Resource Limits: Any service degradation or unavailability due to the Customer exceeding the defined resource limits of their specific hosting plan (e.g., bandwidth, disk space, CPU).
- Third-Party Issues: Unavailability caused by external factors outside of Smartify Host’s reasonable control, including, but not limited to:
- Failures in the public internet or utility providers.
- Distributed Denial of Service (DDoS) attacks directed at the Customer’s account or infrastructure that Smartify Host is actively mitigating.
- Issues with domain name registration, resolution, or registrar services (like Mercury).
- Force Majeure: Any events outside our reasonable control, including acts of God, war, terrorism, earthquakes, fires, and epidemics.
5. Definitions
- Network and Server Infrastructure: Refers to the physical servers, virtualization layer, internal routing equipment, and core network connectivity under the direct control of Smartify Host.
- Service Credit: The financial compensation, in the form of a deduction from a future bill, provided to the Customer when the SLA is violated.