- LAST UPDATED: 16 October 2026
Go Simpl Hosting Service Level Agreement (SLA)
The Hosting Services are provided by Ellis Affiliations Ltd Company, trading as Go Simpl Hosting (“we”, “us”, and “our”).
1. Service Commitment
Go Simpl Hosting guarantees 99.99% network availability in any given calendar month for all Managed Hosting Services, which includes Shared Hosting, Cloud Hosting, and Virtual Private Servers (VPS). We commit to ensuring our core network and server infrastructure remains available for your services at least 99.99% of the time, subject to the exclusions defined below.
2. Definition of Unavailability
Network service is only considered “unavailable” during periods when the server and/or connectivity is either completely inaccessible or is severely degraded, as determined and confirmed by Go Simpl Hosting’s monitoring systems.
3. Exclusions to Guarantee
The Service Level Guarantee does not apply to periods of unavailability resulting from:
Scheduled Maintenance: Planned platform upgrades, software updates, scheduled maintenance, or required emergency maintenance windows.
Customer-Caused Issues: Any technical issues arising from customer actions, including but not limited to:
Custom code, scripts, or third-party software installed or managed by the customer.
Willful misconduct, misuse, or breaches of our standard Terms and Conditions.
Performance Degradation by Customer: Periods where the customer’s website, application, or server is confirmed to be degrading the overall performance, quality, or operation of our wider network.
Unconfirmed Faults: Periods reported by the customer in which no fault is observed or confirmed by our technical team.
Malicious Attacks: Performance degradations and service loss due to Denial Of Service (DoS) attacks, Distributed Denial Of Service (DDoS) attacks, or other forms of unlawful and malicious activity.
4. Hardware Guarantee
In the unlikely event of a catastrophic server hardware failure which cannot be immediately fixed, we guarantee that replacement hardware will be available and the recovery process initiated within four (4) hours of the problem’s diagnosis.
5. Service Credit
If network availability falls below the 99.99% guarantee in any given calendar month, we shall credit your account with a half-day (12 hours) service credit for each hour that the service was confirmed as unavailable.
Maximum Credit: The maximum credit claimable in any one calendar month is limited to 50% of the monthly fee for the affected service.
6. Claiming Credit
To claim your service credit, you must submit a ticket to our Customer Services/Support team via My Go Simpl within seven (7) working days of the incident. Claims submitted outside this period may be declined.