We stand behind everything we do.
No vague promises. No fine print escape hatches. Here's exactly what we guarantee to every Softhost customer — in plain language.
What we promise
Four guarantees. No exceptions.
Network & Hosting
99.9% Uptime Guarantee
Our infrastructure is built for reliability. If your service experiences downtime beyond our 99.9% SLA in any calendar month, you are entitled to a pro-rated service credit — automatically, no questions asked.
South African-based team
Real Human Support
Every support ticket is handled by a real person based in South Africa. No bots, no overseas call centres. We guarantee a first response within 4 business hours and resolution within 24 hours for standard issues.
Fibre & Wireless
Free Installation
We cover the cost of standard installation for all fibre and wireless services. No hidden activation fees, no technician call-out charges for your initial setup. What you see on the order page is what you pay.
Hosting & Cloud services
30-Day Money-Back
Not happy with your hosting or cloud service within the first 30 days? We'll refund you in full. No awkward conversations, no service credits — actual money back to your original payment method.
Being honest
What we can't control.
We're transparent about the limits of our guarantees.
Third-party outages
FNO (Fibre Network Operator) infrastructure outages like Openserve or Vumatel are outside our control. We monitor them in real time and update our status page immediately.
Force majeure
Events like severe weather, power grid failures, or natural disasters may affect service availability. We'll always communicate and work to restore service as quickly as possible.
Customer-side issues
Problems caused by customer equipment, incorrect configuration, or violations of our acceptable use policy fall outside the scope of our SLA guarantees.
How to claim
Simple. Fast. No hassle.
Log in
Sign in to your Client Area at my.softhost.co.za
Open a ticket
Go to Support → New Ticket and select "Guarantee Claim"
Describe the issue
Tell us what happened and which guarantee applies
We resolve it
We'll issue a credit or refund within 2 business days
Ready to experience the Softhost difference?
Join thousands of South African homes and businesses who rely on Softhost every day.