Service Level Agreement (SLA)

Last updated: August 2026

1. Uptime Commitment

ZendSoft Host commits to 99.9% network uptime for VPS and Cloud hosting services, measured monthly and excluding scheduled maintenance.

2. Scheduled Maintenance

Planned maintenance is performed during low-traffic windows and announced in advance where reasonably possible. Scheduled maintenance does not count against uptime calculations.

3. Service Credits

If monthly uptime falls below 99.9% due to issues within our control, you may be eligible for service credits:

• 99.0% – 99.9%: 5% of monthly fee as credit
• 95.0% – 98.9%: 10% of monthly fee as credit
• Below 95.0%: 25% of monthly fee as credit

4. Exclusions

The SLA does not apply to downtime caused by factors outside our reasonable control, including force majeure, third-party network failures, customer misconfiguration, or violations of the Acceptable Use Policy.

5. Claiming Credits

To claim credits, contact support@zendsoft.com within 30 days of the incident with supporting details. Credits are applied to future invoices and are not redeemable for cash.