Between: Soft-Master LTD ("Provider")
and: Any entity purchasing services ("Customer")
Version: 1.6
This Service Level Agreement (SLA) defines the service performance standards, operational commitments, and support framework provided by Soft-Master LTD for Infrastructure-as-a-Service (IaaS) hosting services delivered to Customer. This SLA establishes measurable service benchmarks for infrastructure reliability, operational stability, and security controls.
Soft-Master LTD provides Infrastructure-as-a-Service (IaaS), including:
The service does not include management of:
Soft-Master LTD targets 99.9% monthly uptime for:
Monthly Availability (%) is calculated as:
Availability = (Total Minutes in Month - Unplanned Downtime) / (Total Minutes in Month) × 100
If monthly availability falls below 99.9%, the Customer may request service credits as follows:
| Monthly Availability | Service Credit |
|---|---|
| 99.0% – 99.89% | 5% of monthly fee |
| 98.0% – 98.99% | 10% of monthly fee |
| Below 98.0% | 20% of monthly fee |
| Infrastructure Layer | Responsibility |
|---|---|
| Physical Infrastructure | Soft-Master LTD |
| Power & Cooling | Partner Data Center |
| Virtualization Layer | Soft-Master LTD |
| Network Backbone | Soft-Master LTD |
| Internet Connectivity | Partner |
| Telephony Channels | Partner or HOT (depending on the assigned numbering space) |
| Guest OS / Applications / Databases | Customer |
| Encryption & Key Management | Customer |
| Data Backup (if self-managed) | Customer |
Soft-Master LTD performs periodic infrastructure updates including hypervisor security updates, firmware updates, and network device patching.
Soft-Master LTD implements infrastructure-level security controls. The Provider does not access Customer data or applications without explicit authorization.
Support is limited to infrastructure availability, virtual server stability, network performance, and hypervisor functionality.
Support Channel: help@soft-master.com
For P1 and P2 cases, WhatsApp is the preferred method of communication:
054-208-2224
054-208-2227
054-208-2226
(Voice calls also available)
|
Priority |
Definition |
Initial Response |
|
P1 – Critical |
Complete infrastructure outage |
1 hour |
|
P2 – High |
Major service degradation |
4 hours |
|
P3 – Medium |
Partial service impact |
1 business day |
|
P4 – Low |
General inquiry |
2 business days |
This SLA does not apply to interruptions caused by: scheduled maintenance, suspension due to non-payment, Customer-side misconfiguration, DDoS attacks exceeding capacity, or Force Majeure.
Soft-Master LTD shall not be liable for failure to meet obligations due to events beyond reasonable control.
Total liability shall not exceed 20% of the monthly service fee. Service credits constitute the sole and exclusive remedy.
This SLA may be updated upon material changes to the infrastructure.
The service levels and credits are valid only while the Customer account is in good financial standing. Soft-Master LTD reserves the right to suspend services if payment obligations are not met, during which time SLA commitments shall not apply.