1. Introduction
This Uptime Guarantee (“Guarantee”) explains the service availability commitment provided by Syndaq (“Syndaq,” “we,” “us,” or “our”) for eligible hosting, server, managed infrastructure, DNS, email, internet, telecom, wireless, software hosting, and related online services purchased from Syndaq.
This Guarantee forms part of Syndaq’s Terms of Service, Refund Policy, Acceptable Use Policy, and any applicable service agreement, invoice, order form, proposal, statement of work, or service schedule. If a separate written service-level agreement applies to a specific service, that separate agreement will control to the extent of any direct conflict.
2. General Uptime Commitment
Unless a different uptime commitment is expressly stated in writing for a specific service, Syndaq aims to provide a 99.9% monthly uptime commitment for eligible services under this Guarantee.
The 99.9% monthly uptime commitment means that eligible services should be available for at least 99.9% of the applicable monthly billing cycle, excluding scheduled maintenance, emergency maintenance, customer-caused issues, third-party failures, provider-controlled outages, force majeure events, and other exclusions described in this Guarantee.
This Guarantee does not mean that a service will be uninterrupted, error-free, immune from attacks, immune from third-party failures, or available at all times.
3. Eligible Services
This Guarantee may apply to the following services when purchased directly from Syndaq and when the affected service is active, paid, properly configured, and not suspended or terminated:
- Shared hosting;
- Business hosting;
- Managed hosting;
- Cloud hosting;
- VPS hosting;
- Dedicated server hosting;
- Reseller hosting;
- Email hosting;
- Application hosting;
- Managed DNS services;
- Managed telecom services, where expressly covered;
- Managed internet services, where expressly covered;
- Managed wireless services, where expressly covered;
- Hosted software, hosted apps, SaaS tools, and managed web applications, where expressly covered.
Some services may have different uptime commitments, no uptime commitment, or provider-specific service terms. If a third-party provider controls the infrastructure, network, carrier service, registrar, registry, certificate authority, API, platform, or upstream service, Syndaq’s ability to provide credits may depend on the third party’s own policies and remedies.
4. Services Not Covered
Unless expressly stated in writing, this Guarantee does not apply to:
- Domain registrations, domain renewals, domain transfers, registry services, WHOIS services, or registrar-controlled services;
- SSL certificate issuance, validation, revocation, reissue, or certificate authority processing;
- SEO services, marketing services, consulting services, web design services, web development services, business services, or other professional services;
- One-time setup, migration, configuration, installation, repair, troubleshooting, or support services;
- Third-party software, third-party APIs, third-party platforms, payment gateways, plugins, modules, extensions, or external integrations;
- Customer-managed servers, customer code, customer applications, customer websites, customer databases, or customer-controlled configurations;
- Services provided under a free trial, beta, testing, development, demo, courtesy, promotional, or unpaid account;
- Any service that is overdue, suspended, restricted, cancelled, terminated, or in violation of Syndaq’s Terms of Service or Acceptable Use Policy.
5. Measurement of Uptime
Uptime is measured monthly on a per-service basis. For the purposes of this Guarantee, monthly uptime may be calculated as follows:
Monthly Uptime Percentage = ((Total Minutes in the Monthly Billing Cycle - Eligible Downtime Minutes) / Total Minutes in the Monthly Billing Cycle) x 100
Only downtime confirmed by Syndaq through our own monitoring, server logs, provider reports, support investigation, or other reliable technical evidence will count as Eligible Downtime.
Downtime reported by third-party monitoring tools may be considered, but third-party monitoring data alone does not prove Eligible Downtime. Third-party monitoring tools can produce false positives due to geographic routing, DNS caching, firewall blocks, client network issues, internet congestion, monitoring configuration, or temporary network paths outside Syndaq’s control.
6. Eligible Downtime
Eligible Downtime means a confirmed period during which an eligible paid service is unavailable due to a failure of Syndaq-controlled infrastructure, Syndaq-managed equipment, or Syndaq-managed network components, and where the failure is not excluded under this Guarantee.
Eligible Downtime begins when Syndaq confirms that the covered service is unavailable due to a covered cause and ends when Syndaq determines that the covered service has been restored.
Partial degradation, isolated errors, slow performance, intermittent packet loss, individual email delays, DNS propagation delays, third-party API failures, customer website errors, customer code errors, or local access issues may not qualify as Eligible Downtime unless Syndaq determines that the issue materially prevented access to the covered service due to a covered infrastructure failure.
7. Service Credit Remedy
If Syndaq fails to meet the applicable monthly uptime commitment for an eligible service, your sole and exclusive remedy is a service credit applied to the affected service.
Unless a separate written agreement states otherwise, service credits may be calculated as follows:
- If monthly uptime falls below 99.9%, Syndaq may provide one (1) day of service credit for each full hour of confirmed Eligible Downtime below the 99.9% monthly threshold.
- The maximum service credit for any affected service in a single monthly billing cycle is one (1) month of service for that affected service.
- Service credits have no cash value and are not redeemable for cash.
- Service credits may only be applied to future invoices for the same affected service unless Syndaq approves otherwise in writing.
- Service credits do not apply to taxes, setup fees, third-party fees, licensing fees, overage fees, usage fees, domain fees, SSL fees, telecom carrier fees, internet provider fees, wireless carrier fees, hardware fees, professional services, or unrelated services.
8. Claim Requirements
To request a service credit under this Guarantee, you must contact Syndaq at [email protected] within ten (10) calendar days after the suspected downtime occurred.
Your claim must include:
- Your name and account email address;
- The affected service name, domain, server, account, or invoice number;
- The date and approximate start and end time of the suspected downtime;
- A description of the issue experienced;
- Any relevant screenshots, logs, monitoring reports, traceroutes, error messages, or supporting evidence.
Failure to submit a complete claim within the required claim period may result in denial of the service credit.
9. Credit Review and Approval
Syndaq will review uptime credit claims using available technical evidence, including server logs, monitoring data, network reports, provider information, support records, and account history.
Syndaq will determine, in its reasonable discretion, whether downtime occurred, whether the downtime was Eligible Downtime, the duration of Eligible Downtime, whether exclusions apply, and the amount of any service credit.
Approved credits will generally be applied to the affected service account and may appear on a future invoice or billing cycle. Service credits will not be issued while an account is overdue, suspended, terminated, under dispute, or subject to a chargeback.
10. Scheduled Maintenance
Scheduled maintenance is excluded from this Guarantee. Scheduled maintenance may include updates, upgrades, server maintenance, network maintenance, security patches, migrations, infrastructure improvements, provider maintenance, telecom maintenance, internet provider maintenance, wireless provider maintenance, or other planned work.
Where practical, Syndaq may provide advance notice of scheduled maintenance. However, notice may not always be possible, especially where maintenance is required by a third-party provider or must be performed quickly to protect security, stability, or service integrity.
11. Emergency Maintenance
Emergency maintenance is excluded from this Guarantee. Emergency maintenance may be performed without advance notice where Syndaq determines that immediate action is required to address security risks, abuse, vulnerabilities, data integrity issues, hardware failures, software failures, network issues, provider requirements, or other urgent operational concerns.
12. Exclusions and Limitations
Downtime, service interruptions, degradation, data loss, errors, or unavailability are not eligible for service credits if caused by or related to:
- Scheduled maintenance or emergency maintenance;
- Force majeure events or circumstances beyond Syndaq’s reasonable control;
- Internet-wide outages, routing issues, peering issues, backbone provider issues, upstream provider issues, or network conditions outside Syndaq’s network;
- Third-party hosting providers, cloud providers, data centres, registrars, registries, certificate authorities, carriers, ISPs, wireless providers, DNS providers, email providers, software providers, API providers, payment processors, or other external providers;
- DDoS attacks, denial-of-service attacks, brute-force attacks, malware, exploits, abuse, spam, phishing, hacking, or other hostile activity;
- Firewall blocks, IP blocks, security rules, rate limiting, abuse controls, intrusion prevention systems, blacklists, or protective filtering;
- Customer code, scripts, themes, plugins, modules, applications, databases, cron jobs, integrations, or third-party software installed or used by you;
- Excessive resource usage, traffic spikes, CPU limits, memory limits, disk limits, inode limits, bandwidth limits, email limits, account limits, or other resource restrictions;
- Customer configuration errors, DNS misconfiguration, nameserver changes, domain expiry, SSL misconfiguration, incorrect records, incorrect credentials, or unauthorized account changes;
- DNS propagation, DNS caching, browser caching, CDN caching, local network caching, or resolver delays;
- Client-side issues, including your internet connection, device, browser, local network, office network, firewall, VPN, ISP, wireless signal, router, modem, or security software;
- Failure to maintain current billing, renewals, domain registration, licenses, credentials, or required approvals;
- Account suspension, service restriction, or termination due to non-payment, chargebacks, abuse, legal risk, security risk, or policy violations;
- Client-requested maintenance, migrations, configuration changes, software changes, DNS changes, server changes, or access restrictions;
- Unsupported software, outdated software, end-of-life systems, unsupported scripts, or unsupported configurations;
- Beta services, trial services, free services, development environments, staging environments, or test services;
- Any issue that does not materially prevent access to the covered service;
- Any issue that Syndaq cannot reasonably verify.
13. Hosting-Specific Terms
For eligible shared hosting, business hosting, managed hosting, reseller hosting, VPS hosting, cloud hosting, dedicated server hosting, and application hosting, this Guarantee applies only to confirmed service unavailability caused by covered infrastructure failure.
This Guarantee does not apply to downtime caused by customer websites, CMS installations, plugins, scripts, themes, databases, resource limits, excessive traffic, malware, compromised accounts, email abuse, DNS issues, or third-party software unless Syndaq determines that the underlying cause was a covered infrastructure failure.
14. DNS-Specific Terms
For eligible managed DNS services, this Guarantee applies only to confirmed unavailability of Syndaq-managed DNS infrastructure, where Syndaq controls the affected DNS service.
This Guarantee does not apply to domain expiry, registrar suspension, registry issues, DNS propagation, incorrect DNS records, incorrect nameserver settings, DNSSEC misconfiguration, third-party DNS providers, resolver caching, local ISP resolver issues, or DNS changes requested or performed by you.
15. Email-Specific Terms
For eligible email hosting services, this Guarantee applies only to confirmed unavailability of Syndaq-managed email infrastructure.
This Guarantee does not apply to email delays, spam filtering, blacklisting, sender reputation, recipient server rejection, DNS misconfiguration, SPF/DKIM/DMARC issues, mailbox quota limits, user device issues, client software issues, incorrect credentials, third-party email platforms, or internet routing issues outside Syndaq’s control.
16. Software, Apps, and SaaS-Specific Terms
For eligible hosted software, hosted applications, portals, dashboards, SaaS tools, or managed web applications, this Guarantee applies only where Syndaq expressly states that the specific service is covered by this Guarantee.
This Guarantee does not apply to bugs, feature limitations, third-party API outages, payment gateway outages, user errors, unsupported integrations, customer data issues, customer configuration issues, client-side browser issues, or third-party platform failures unless Syndaq determines that the issue was caused by covered Syndaq-controlled hosting infrastructure.
17. Telecom, Internet, and Wireless-Specific Terms
Telecom, internet, and wireless services may rely on third-party carriers, ISPs, wireless providers, infrastructure owners, building wiring, customer equipment, signal conditions, and external networks. Unless Syndaq expressly provides a separate written service-level agreement, uptime credits for these services are limited to credits Syndaq actually receives from the applicable provider, carrier, or upstream service.
This Guarantee does not apply to outages, speed issues, call quality issues, packet loss, latency, wireless signal issues, carrier congestion, number porting delays, emergency service limitations, building access issues, wiring issues, customer equipment issues, power issues, local network issues, provider maintenance, or coverage limitations outside Syndaq’s direct control.
18. No Cash Refunds
Uptime remedies are provided as service credits only. This Guarantee does not entitle you to a cash refund, payment reversal, chargeback, cancellation without fees, or damages.
Service credits are the sole and exclusive remedy for eligible downtime under this Guarantee.
19. No Consequential Damages
To the maximum extent permitted by law, Syndaq will not be liable for any indirect, incidental, special, consequential, exemplary, aggravated, or punitive damages arising out of or related to service downtime, interruption, delay, degradation, data loss, loss of access, loss of revenue, loss of business, loss of profits, loss of customers, loss of goodwill, reputational harm, or lost opportunities.
Nothing in this Guarantee limits any rights that cannot legally be excluded or restricted under applicable law.
20. Abuse, Fraud, and Policy Violations
No service credit will be provided for any service that is suspended, restricted, cancelled, or terminated due to non-payment, failed payment, chargeback, abuse, fraud, spam, phishing, malware, unlawful content, excessive resource usage, security risk, prohibited activity, or violation of Syndaq’s Terms of Service, Acceptable Use Policy, or applicable law.
21. Relationship to Refund Policy
This Guarantee is separate from Syndaq’s Refund Policy. An approved uptime service credit does not create a right to a refund and does not modify refund eligibility for the affected service.
If both this Guarantee and the Refund Policy could apply, Syndaq may determine the appropriate remedy in accordance with the applicable policy, service agreement, and law.
22. Changes to This Guarantee
Syndaq may update, modify, suspend, or replace this Guarantee from time to time. The “Last updated” date displayed with this Guarantee indicates the latest revision.
Changes will apply prospectively unless required by law or unless a separate written agreement states otherwise. Your continued use of eligible services after changes are posted means you acknowledge the updated Guarantee.
23. Contact
Questions or uptime credit requests can be sent to: [email protected].
Organization: Syndaq
Website: https://syndaq.com