TechSupport.Ph, Inc. ("TechSupport.Ph") is committed to providing reliable, secure, and high-performing website hosting services. This Service Level Agreement ("SLA") defines the website availability target, renewal service credits, exclusions, customer responsibilities, and procedures for requesting credits.
1. Coverage
This SLA applies to customers who:
- Have an active website hosting service with TechSupport.Ph; and
- Have no overdue, suspended, terminated, or delinquent account at the time of the service interruption.
This SLA covers only the hosting services and infrastructure directly managed or controlled by TechSupport.Ph.
2. Definition of Website Availability
"Website Availability" refers to the percentage of time during a calendar month that the customer's hosted website is accessible to third parties through HTTP or HTTPS.
Website Availability may be measured using:
- TechSupport.Ph monitoring systems;
- Hosting server and network logs;
- Authorized third-party monitoring services; and
- Other technical records reasonably necessary to verify an incident.
Website Availability is calculated as follows:
Website Availability = [(Total Minutes in the Month – Qualifying Downtime) ÷ Total Minutes in the Month] × 100
Only confirmed qualifying downtime will be included in the calculation. Excluded events listed in this SLA will not be counted as qualifying downtime.
3. Service-Level Goal
TechSupport.Ph aims to achieve 100% Website Availability.
If the availability of the customer's website falls below 99.5% during a calendar month, the customer may qualify for a renewal service credit according to the following schedule:
| Monthly website availability | Renewal service credit |
|---|---|
| 99.5% to 100% | 0% |
| 98.0% to 99.4% | 10% |
| 95.0% to 97.9% | 25% |
| 90.0% to 94.9% | 50% |
| 89.9% and below | 100% |
The service credit percentage will be calculated based on the monthly hosting fee of the affected service.
For annually billed hosting plans, the service credit will be calculated using the equivalent monthly hosting fee:
Equivalent Monthly Hosting Fee = Annual Hosting Fee ÷ 12
Setup fees, domain registration fees, software licenses, third-party subscriptions, professional services, taxes, and other non-hosting charges are excluded from the calculation.
4. Application of Renewal Service Credits
Once approved, the service credit will be recorded in the customer's account and applied as a deduction from the next renewal fee of the affected hosting service.
Service credits:
- Apply only when the affected hosting service is renewed;
- Apply only to the affected hosting service;
- Cannot be applied to setup fees, domain fees, taxes, other services, or outstanding balances;
- Are not redeemable or refundable in cash;
- Cannot be transferred to another customer, account, service, or domain; and
- Will expire if the affected hosting service is cancelled, terminated, or not renewed.
The total service credit for incidents occurring within a particular calendar month shall not exceed 100% of the equivalent monthly hosting fee for the affected service.
When approved credits arise from more than one calendar month, each month will be assessed separately. Accumulated credits will be applied to the next renewal, but the total deduction shall not exceed the renewal fee of the affected hosting service.
5. Scheduled and Emergency Maintenance
TechSupport.Ph may conduct scheduled maintenance to maintain or improve the security, performance, and stability of its hosting services.
Whenever reasonably practicable:
- Customers will be notified at least forty-eight (48) hours before scheduled maintenance that may affect website availability;
- Maintenance will be performed during off-peak hours; and
- The notice will indicate the expected maintenance window and affected services.
Emergency maintenance may be performed without prior notice when immediate action is necessary to address:
- A security vulnerability or active threat;
- A critical system or equipment failure;
- Network instability;
- Data-integrity risks; or
- Any condition that may materially affect the hosting environment.
Scheduled and emergency maintenance periods are excluded from the Website Availability calculation.
6. Incident Communication
For confirmed major hosting incidents, TechSupport.Ph will use reasonable efforts to:
- Acknowledge the incident through its official support channels;
- Provide status updates while the incident remains unresolved;
- Inform affected customers once service has been restored; and
- Provide a brief incident summary for confirmed qualifying outages lasting more than thirty (30) continuous minutes.
Incident communications and reports will be based on information reasonably available to TechSupport.Ph at the time.
7. SLA Exclusions
A customer will not qualify for a service credit when website unavailability is caused by or associated with:
- Natural disasters, earthquakes, typhoons, flooding, fire, epidemics, war, civil disturbance, terrorism, government action, strikes, or other force majeure events;
- Widespread internet, telecommunications, power-grid, or infrastructure disruptions outside the reasonable control of TechSupport.Ph;
- Scheduled or emergency maintenance covered under this SLA;
- Distributed denial-of-service attacks, malware, viruses, hacking attempts, unauthorized access, or other cyberattacks that could not reasonably have been prevented or mitigated by TechSupport.Ph;
- DNS problems, domain expiration, DNS propagation, or DNS services not directly managed by TechSupport.Ph;
- Customer-controlled DNS changes or incorrect domain configurations;
- Third-party software, plugins, themes, APIs, payment gateways, external databases, content delivery networks, scripts, or applications not directly managed by TechSupport.Ph;
- Email delivery or transmission, spam filtering, email blacklisting, POP, IMAP, SMTP, or webmail-related issues;
- FTP, control-panel, database-management, or administrative-access issues that do not affect public HTTP or HTTPS availability;
- Customer-developed applications, custom code, scripts, resource-intensive processes, incompatible software, or configuration errors;
- Customer actions, negligence, unauthorized modifications, credential compromise, or failure to follow reasonable security instructions;
- Suspension resulting from non-payment, abuse, security risk, excessive resource use, or violation of the service agreement or acceptable-use policies;
- Browser, device, local network, internet service provider, proxy, firewall, VPN, or DNS caching issues affecting only particular users or locations;
- Outages elsewhere on the internet that prevent certain users from reaching the website while the TechSupport.Ph hosting environment remains operational;
- False or inaccurate outage reports caused by errors in a third-party or customer-operated monitoring system;
- Restoration, migration, or repair work requested or authorized by the customer; or
- Beta, trial, complimentary, or unsupported services unless otherwise stated in writing.
Service interruptions involving infrastructure providers directly selected and managed by TechSupport.Ph will generally remain included in the Website Availability calculation. However, they may be excluded when caused by force majeure, a widespread external disruption, or circumstances that TechSupport.Ph could not reasonably have prevented or mitigated.
8. Customer Responsibilities
The customer is responsible for:
- Maintaining accurate and current account and contact information;
- Paying all invoices on or before their due dates;
- Keeping domain registrations and third-party services active;
- Protecting usernames, passwords, authentication devices, and administrative credentials;
- Maintaining secure and updated website applications, plugins, themes, and scripts unless covered by a separate managed-service agreement;
- Ensuring that the website remains within the allocated hosting resources and acceptable-use limits;
- Maintaining independent copies of critical website content and data unless backup services are expressly included in the customer's plan;
- Following TechSupport.Ph security, acceptable-use, and service policies; and
- Promptly reporting suspected service interruptions or security incidents.
9. Service Credit Request Procedure
To request a renewal service credit, the customer must submit a written request through the official TechSupport.Ph support channel identified in the customer portal, service order, proposal, or invoice.
The request must include:
- Customer or company name;
- Account, service-order, or invoice number;
- Affected domain name or hosting account;
- Date and approximate time of the reported unavailability;
- Estimated duration of the incident;
- Description of the issue; and
- Any available screenshots, monitoring records, or supporting information.
The request must be submitted within thirty (30) calendar days from the reported incident.
If TechSupport.Ph monitoring systems have already confirmed the incident, the customer will not be required to provide extensive additional evidence.
TechSupport.Ph will review its monitoring records, server logs, incident reports, and other relevant technical information. The determination will be based on TechSupport.Ph's official records, together with any reliable supporting information provided by the customer.
The customer will be informed whether the request has been approved or denied. Approved credits will be recorded in the customer's account and applied to the next renewal invoice for the affected hosting service.
10. Credit Limit and Remedy
Service credits are calculated using the hosting fee exclusive of VAT and other applicable taxes.
The maximum service credit for any individual calendar month is 100% of the equivalent monthly hosting fee for the affected service.
Renewal service credits constitute the customer's sole financial remedy for TechSupport.Ph's failure to meet the Website Availability levels stated in this SLA.
This provision does not limit any right or remedy that cannot legally be excluded under applicable Philippine law.
11. Relationship With Other Agreements
This SLA forms part of the customer's agreement with TechSupport.Ph and should be read together with the applicable:
- Service proposal or service order;
- Terms of Service;
- Acceptable Use Policy;
- Privacy Policy; and
- Other written agreements governing the service.
If there is a conflict between this SLA and a specifically negotiated and signed customer agreement, the signed customer agreement shall prevail.
12. SLA Revisions
TechSupport.Ph may revise this SLA and its related policies when reasonably necessary due to changes in technology, suppliers, business operations, legal requirements, or service offerings.
Material changes will be communicated through the customer portal, email, website, or another official communication channel.
Revisions will apply prospectively and will not reduce any service credit already approved before the effective date of the revision.
13. Acceptance
The customer's purchase, renewal, or continued use of the hosting service constitutes acceptance of this SLA together with the applicable service proposal, service order, Terms of Service, Acceptable Use Policy, and Privacy Policy of TechSupport.Ph, Inc.