SGNIX.com ("SGNIX", "us", "we", or "our") has developed this Service Level Agreement ("SLA") document to govern SGNIX's online services ("Services") which consist of Domain Registrations/Renewals/Transfers, Website Hosting, Email Hosting, SSL Certificates, DNS Management, Data Backups and any related add-on products. Our SLA is incorporated into our Terms of Service (TOS) and any other contracts we have with you by this reference. Terms not defined in this SLA have the meaning given to them in your agreement with us in our Terms of Service (TOS).
We reserve the right to amend this SLA at any time. We will notify you of these changes by sending an email to your contact email address registered on file and posting a complimentary notice in our Client Area. If we make a change that materially impacts your ability to use the Services, you may terminate the affected Services without penalty. The most recent version of the SLA can be found on our website at: https://www.sgnix.com/service-level-agreement.php
The SLA contains four sections:
A. Provisions for All Customers
B. Provisions for Domain Customers Only
C. Provisions for Website Hosting and DNS Management Customers Only
D. Provisions for Email Hosting Customers Only
A. Provisions for All Customers
In order to qualify for SLA credit, a ticket must be opened to our Billing Department within 30 days of any perceived outage. The ticket must include the date, start time and end time of the perceived outage. No other form of claim will be accepted.
In order to prevent abuse of our Service Level Agreement, certain exclusions are set in place. This list is not exhaustive and is meant to serve as a guide, we reserve the right to qualify what reasonably counts as an exclusion.
| Administrative Actions |
|---|
| Scheduled downtime or planned maintenance |
| Service disconnection as a result of billing related issues (i.e. excess usage, late payment, non payment) |
| Service disconnection as a result of ToS violation |
| User Actions |
| CloudLinux throttling your website as a result of your account utilizing excessive server resource usage |
| Customer's connection to the Internet or Customer's systems |
| Misconfiguration of content (i.e. scripts, theme) leading to website breaking |
| Participating in malicious activities, thereby causing attacks or counterattacks |
| Uncontrollable Events |
| Natural Disasters, Terrorism, etc |
| DDoS Attacks against the Network |
B. Provisions for Domain Customers Only
A credit of S$5 will be issued if there is an administrative error on our end leading to your domain being not renewed and entering an Expired state.
C. Provisions for Website Hosting and DNS Management Customers Only
SLA credit for downtime will be given based on the following schedule.
| Uptime Percentage | SLA Credit |
|---|---|
| 100% | Guaranteed |
| 99.9% | 10% |
| 99.8% | 20% |
| 99.7% | 30% |
| 99.6% | 40% |
| 99.5% | 50% |
| 99.4% | 60% |
| 99.3% | 70% |
| 99.2% | 80% |
| 99.1% | 90% |
| <99.1% | 100% |
D. Provisions for Email Hosting Customers Only
Apart from the exclusions listed above, SGNIX and its vendors may also perform unscheduled emergency maintenance to address new security threats or non-routine events. Delays that may occur while the Business Emails service makes planned transitions between redundant system elements is considered maintenance.
SLA credit for downtime will be given based on the following schedule.
| Uptime Percentage | SLA Credit |
|---|---|
| 100% | Guaranteed |
| 99.9% | 10% |
| 99.8% | 20% |
| 99.7% | 30% |
| 99.6% | 40% |
| 99.5% | 50% |
| 99.4% | 60% |
| 99.3% | 70% |
| 99.2% | 80% |
| 99.1% | 90% |
| <99.1% | 100% |