Snappy Host SLA

This is our Service Level Agreement

100% uptime

Guarenteed response time

30-day money back guarentee

Guaranteed Uptime Service Level​

  1. Snappy Host shall use commercially reasonable efforts to ensure server availability 24 hours a day, seven days a week, resulting in 100% network availability (Uptime Service Level);
  2. The servers shall be deemed by us to be unavailable only during periods in which the servers and/or connectivity is rendered completely inaccessible or severely degraded, or when instrumental server components are not operational, and finally, when work cannot reasonably continue.
  3. The servers shall be deemed by us to be unavailable only during periods in which the servers and/or connectivity is rendered completely inaccessible or severely degraded, or when instrumental server components are not operational, and finally, when work cannot reasonably continue.

Guaranteed Support Response Time

Snappy Host Shall:

  • Prioritise all Support Requests based on a reasonable assessment of the severity and nature of the problem reported; and
  • Respond to all Support Requests in accordance with the response times specified in our contract.

Critical Status

Critical failures that impact the client’s website or business of operations.

This would fall under:

  • The server is unreachable (offline)
  • The client’s products and services at Snappy Host are inaccessible
  • Server faults that prevents the client not being able to carry out usual tasks on the client’s services.

Response Stages and Times

  1. Recognition of receiving requests for support within 15 minutes, measured from the first monitor alerts from Snappy Host’s Infrastructure altering System Engineers or critical priority support ticket created by the client reporting a service problem.
  2. Snappy Host will provide frequent updates, at least 30 minutes, based on the time of the last response from the support request until services are running as usual.
  3. Snappy Host will carry out work on the issue continuously until restoration of services are restored.

High Status

A critical error in service for which a workaround is available

Example:

A non-critical service error that affects the operations of the client’s business of it’s service or product.

Response Stages and Times

  1. Recognition of receiving requests for support within 30 minutes, measured from the first monitor alerts from Snappy Host’s Infrastructure altering System Engineers or critical priority support ticket created by the client reporting a service problem.
  2. Snappy Host will provide frequent updates, at least 1 hour, based on the time of the last response from the support request until services are running as usual.
  3. Snappy Host will carry out work on the issue continuously until restoration of services are restored.

Normal Status

A minor or isolated error that does not affect business operations.

Example:

May include non-certain or essential functions that are affected and does not affect or impact the client’s business.

  1. Recognition of receiving requests for support within 1 hour, measured from the first monitor alerts from Snappy Host’s Infrastructure altering System Engineers or critical priority support ticket created by the client reporting a service problem.
  2. Snappy Host will aim to correct the fault within 2 ~ 3 Business Days after first acknowledgement of the issue.