This service-level agreement applies to paid TSoftCloud hosting and email services. Live and historical status is published at /status.
1. The commitment
We target 99.9% monthly uptime for hosting and email services — at most ~43 minutes of unplanned downtime in a 30-day month.
2. Service credits
- Below 99.9%: credit of 5% of that month's fee for the affected service.
- Below 99.5%: credit of 15%.
- Below 99.0%: credit of 30%.
Credits are applied to your wallet on request within 30 days of the incident, capped at 100% of the affected month's fee.
3. What doesn't count as downtime
- Scheduled maintenance announced at least 48 hours ahead (we aim for low-traffic windows).
- Issues caused by your own application code, misconfiguration, or resource exhaustion within your plan limits.
- Registry or DNS propagation delays outside our control.
- Suspension for non-payment or acceptable-use violations.
- Force majeure — events beyond reasonable control, including upstream carrier failures.
4. Claiming
Email info@tsoftechnologies.com with the service and time window. We verify against our monitoring (the same data shown on the status page) and apply the credit.