Service Level Agreement (SLA)

SLA at a glance

This SLA applies to Synix Technologies shared hosting, WordPress hosting, cloud hosting, VPS hosting and dedicated server services purchased directly from Synix Technologies. It does not apply to domain registration, email-only plans, web design services or digital marketing services.

Shared & WordPress hosting: 99.9% monthly uptime (maximum 43.8 minutes downtime per month).
Cloud hosting: 99.9% monthly uptime.
VPS hosting: 99.9% monthly uptime.
Dedicated servers: 99.5% monthly uptime (maximum 3.65 hours downtime per month).

Uptime is calculated as: ((total minutes in month − downtime minutes) / total minutes in month) × 100.

The following are excluded from the uptime calculation and do not count as downtime: scheduled maintenance (announced at least 24 hours in advance via email); downtime caused by factors outside Synix's control (DDoS attacks, natural disasters, upstream provider failures, force majeure events); downtime caused by client actions (misconfiguration, resource exhaustion, malicious scripts); downtime lasting less than 5 consecutive minutes.

If Synix Technologies fails to meet the uptime guarantee in any calendar month, eligible clients receive service credit as follows:

Monthly uptime achieved	Service credit
99.0% – 99.9%	5% of monthly fee
95.0% – 99.0%	10% of monthly fee
Below 95.0%	25% of monthly fee

Service credits are applied to your next renewal invoice. Credits are not paid as cash refunds. Maximum credit in any month is 25% of the monthly fee. Credits must be requested within 30 days of the incident.

Critical issues (website or server completely down): Response within 30 minutes during business hours (9am–6pm PKT, Mon–Sat). We aim to resolve within 4 hours.

High priority (significant performance degradation, email outage): Response within 2 hours during business hours. Resolution within 8 hours.

Standard queries (general questions, non-urgent changes): Response within 4 business hours.

All support is provided via WhatsApp and email. 24/7 monitoring is in place — critical alerts are responded to even outside business hours.

We schedule maintenance during low-traffic hours (typically 2am–5am PKT). We provide at least 24 hours advance notice via email for any scheduled maintenance expected to cause downtime. Emergency maintenance may be performed with shorter notice if required to protect service integrity.

To claim a service credit, contact us within 30 days of the incident: Email: [email protected] or WhatsApp: +92 303 555-9905. Include your account username, the date and time of the incident, and a description of the issue. We will verify against our monitoring records and apply the credit within 5 business days of approval.

We use 24/7 uptime monitoring across all servers. Monitoring checks run every 60 seconds. Historical uptime data is available to clients on request. Our team receives immediate alerts when any server goes below 99.9% availability.

Synix Technologies reserves the right to update this SLA. We will provide 30 days notice via email before material changes take effect. Continued use of our services after the notice period constitutes acceptance of the updated SLA.