Our commitment to service quality and reliability
To ensure that customers are provided a service level consistent with the high expectations of both Smarter Webhosting and our customers, we have the following Service Level Agreement (SLA) covering service interruptions related to network, power, and hardware.
Smarter Webhosting provides all hosting clients a 99.9% uptime guarantee. We understand that your website's availability is critical to your business, and we are committed to maintaining the highest levels of service reliability.
SLA credits will be awarded as follows (Applies to Shared/Semi Hosting Plans Only):
Credits are awarded on a per service basis, meaning each billing service is considered a unique SLA credit and awarded accordingly. The service interruption accrued by an individual server is considered independent of that accrued by another server and, as such, credited independent of any other interrupted services.
No account credit shall be issued until an SLA credit request is made by the client. All requests for credits must be made within five days of the incident and after the incident is completed or no further service interruption is expected due to the incident. All requests for credits must be made by submitting a billing ticket through our Support Portal.
The following conditions apply to our SLA:
For VPS, Cloud, and Dedicated Server customers, specific SLA terms may apply based on your selected service plan. Please refer to your service agreement or contact our support team for details about the SLA for your specific hosting plan.
Smarter Webhosting maintains multiple high-speed connections to the internet backbone through diverse providers. Our network infrastructure is designed with redundancy to minimize the risk of service interruptions.
We define network uptime as the ability of our network to deliver traffic to and from the internet. We guarantee a network uptime of 99.9%, subject to the exclusions noted in the Additional Conditions section.
Our data centers are equipped with uninterruptible power supplies (UPS) and backup generators to ensure continuous power availability. We guarantee a power uptime of 99.9%, subject to the exclusions noted in the Additional Conditions section.
Smarter Webhosting guarantees the functionality of all network, power, and server hardware components. If a hardware component fails, we will replace it as quickly as possible to minimize service disruption.
Our network and servers are monitored 24/7/365 by our technical staff and automated systems. In the event of a service interruption, our team will work to restore service as quickly as possible.
You can check the current status of our network and servers on our Network Status page.
We reserve the right to update this SLA from time to time. We will notify customers of any significant changes to the SLA.
If you have any questions about our Service Level Agreement, please contact us.