Service Level Agreement (SLA)
This Service Level Agreement (SLA) outlines the service availability and support response times you can expect from Simbavault. We are committed to providing a reliable and high-performance platform for your business.
Uptime Guarantee
Simbavault guarantees a 99.95% uptime for all covered services, measured monthly. Uptime is defined as the percentage of time a service is available to process requests.
Covered Services:
- Shared Hosting (Web, FTP, Email)
- Virtual Private Servers (VPS) Network and Power
- Business Email Services
Service Level Objectives (SLOs)
Beyond uptime, we are committed to specific performance targets for our key services. These SLOs ensure a high-quality user experience.
Business Email
| Metric | Target | Description |
|---|---|---|
| Mail Delivery Time | 95% in < 5s | Time for an email to be processed and delivered between mailboxes on our platform. |
| Webmail Availability | > 99.9% | The webmail interface will be available and successfully load for users. |
| API Error Rate | < 0.1% | Percentage of valid API requests to the mail platform that result in an error. |
Virtual Private Servers (VPS)
| Metric | Target | Description |
|---|---|---|
| Internal Network Latency | < 2ms | Average network latency between any two VPS instances within the same data center. |
| NVMe SSD Disk I/O | > 10,000 IOPS | Sustained random read/write operations per second for standard VPS plans. |
| Control Panel API Availability | > 99.9% | The availability of the API for managing VPS instances (start, stop, reboot, etc.). |
Support Response Times
We provide timely support for all technical inquiries. Response times are based on the priority of the request.
| Priority | Description | Target Response Time |
|---|---|---|
| P1 (Urgent) | Service is completely unavailable or a critical function is not working. | 30 Minutes (24/7) |
| P2 (High) | Service is degraded or an important feature is unavailable. | 4 Hours (Business Hours) |
| P3 (Normal) | General questions, configuration help, or minor issues. | 24 Hours (Business Hours) |
Business Hours are Mon–Fri, 08:30–17:30 EAT.
Service Credits
If we fail to meet our 99.95% uptime guarantee in any given month, you may be eligible for a service credit. The credit will be a percentage of your monthly fee for the affected service.
| Monthly Uptime | Service Credit |
|---|---|
| < 99.95% | 10% of monthly fee |
| < 99.0% | 25% of monthly fee |
| < 95.0% | 50% of monthly fee |
Credit Claims Process
To request a service credit, please submit a support ticket to support@simbavault.com within 7 days of the end of the month in which the downtime occurred. Please include details of the outage and how your service was affected.
Exclusions
This SLA does not apply to any downtime or performance issues caused by:
- Scheduled maintenance, for which we provide at least 24 hours advance notice.
- Customer-side issues, including code errors, misconfigurations, or third-party software.
- Force majeure events, such as natural disasters, acts of war, or major network outages beyond our direct control.
- Actions of third parties, including security breaches, DDoS attacks, or other malicious activity.