Swish World Group Inc., doing business as SwishHost U.S. (“SwishHost,” “we,” “our,” or “us”), is committed to providing reliable and high-quality hosting and IT services. This Service Level Agreement (“SLA”) outlines the uptime guarantees, performance metrics, and response commitments for our services.
1. Scope
This SLA applies to all SwishHost services, including but not limited to:
- Website Hosting
- WordPress Hosting
- Hosted Email
- Managed DNS
- VoIP Services
- Minecraft Server Hosting
- VPN Services
- Hosted Desktop Solutions
Each service may have additional terms and metrics defined in specific SLAs. This document outlines our general commitments.
2. Uptime Commitment
We strive to maintain the following service availability levels:
| Service Type | Uptime Guarantee |
|---|---|
| Website Hosting | 99.9% |
| WordPress Hosting | 99.9% |
| Hosted Email | 99.9% |
| Managed DNS | 99.99% |
| VoIP Services | 99.9% |
| Minecraft Server Hosting | 99.9% |
| VPN Services | 99.9% |
| Hosted Desktop Solutions | 99.9% |
2.1 Uptime Exclusions
The uptime guarantee does not include:
- Scheduled maintenance (with advance notice provided).
- Downtime caused by user error, misconfiguration, or third-party software.
- Force majeure events (e.g., natural disasters, power outages).
- Network disruptions outside SwishHost’s control (e.g., ISP issues).
3. Support Response Time
SwishHost provides 24/7 technical support. Our response time commitments are as follows:
| Priority Level | Definition | Initial Response Time |
|---|---|---|
| Critical | Complete service outage | Within 1 hour |
| High | Significant service disruption | Within 2 hours |
| Medium | Degraded performance or minor issues | Within 4 hours |
| Low | General inquiries or requests | Within 12 hours |
4. Service Credits
If we fail to meet the uptime guarantee outlined in Section 2, you may request service credits as compensation.
4.1 Eligibility
- Service credits must be requested within 30 days of the incident.
- Credits are calculated based on the affected service and downtime duration.
- Credits are not available if the downtime falls under the exclusions in Section 2.1.
4.2 Credit Calculation
| Downtime Duration | Credit Amount (Monthly Fee Percentage) |
|---|---|
| 1–2 hours beyond SLA | 5% |
| 2–4 hours beyond SLA | 10% |
| Over 4 hours beyond SLA | 25% |
Service credits are applied to future invoices and cannot be exchanged for cash.
5. Customer Responsibilities
To ensure SLA compliance, customers must:
- Use SwishHost services in accordance with the General Terms & Conditions and Acceptable Use Policy (AUP).
- Report service issues promptly through official support channels.
- Maintain secure configurations and follow recommended best practices.
6. Monitoring and Reporting
SwishHost monitors service availability and performance using advanced monitoring tools. Customers can report issues through the following channels:
- Email: contact@swishhost.cloud
- Support Portal: https://support.swishhost.cloud
7. Limitations of Liability
Service credits as outlined in Section 4 are the sole remedy for SwishHost’s failure to meet uptime guarantees. SwishHost is not liable for indirect, incidental, or consequential damages resulting from service interruptions.
8. Amendments to SLA
SwishHost reserves the right to update this SLA to reflect changes in services or policies. Updates will be posted on our website with the revised effective date.
9. Contact Us
For questions or concerns about this SLA, please contact us:
- Email: contact@swishhost.cloud
By using SwishHost services, you agree to the terms of this SLA. Thank you for choosing SwishHost U.S. for your hosting and IT needs.