Uptime SLA

Last updated: 4 August 2026

1. The commitment

We commit that your service will be reachable for at least 99.9% of each calendar month. That allows about 43 minutes of downtime a month. If we miss it, you get a credit — see section 4.

2. How uptime is measured

Availability is measured by external monitoring probes located outside our network, checking every 60 seconds from at least three separate locations. A service counts as down when it fails to respond correctly to checks from two or more locations for two consecutive intervals — so a single dropped packet or one flaky probe does not count against us, and equally we cannot dismiss a real outage as a monitoring glitch.

Our monitoring data is the reference for a claim. You do not have to prove the outage yourself, and we will show you the relevant records if you ask.

3. What is excluded

The following do not count as downtime:

• Scheduled maintenance, announced by email at least 48 hours in advance, capped at 4 hours per calendar month and normally run between 01:00 and 05:00 IST.
• Emergency security patching where a delay would put customer data at risk. We announce it as early as we practically can, and it is capped at 1 hour per month.
• Faults in your own code, database or configuration, including a site taken down by exhausting its plan resource limits.
• Attacks directed at your specific site, where the mitigation required us to filter or null-route your service. Attacks on our shared infrastructure are not excluded and do count against us.
• Your domain expiring, or DNS you control pointing somewhere else.
• Suspension for non-payment or an acceptable use breach.
• Force majeure — events genuinely beyond our control, such as a national-level network failure or natural disaster. Not "our provider had an outage": our upstream is our responsibility, not yours.

4. Service credits

For each full 0.1 percentage point below 99.9% in a calendar month, you receive a credit of 10% of that month's fee for the affected service, capped at 100%.

Monthly uptime	Downtime in the month	Credit
99.9% or better	Up to ~43 minutes	None — target met
99.8% – 99.89%	~44–87 minutes	10%
99.5% – 99.79%	~1.5–3.6 hours	40%
99.0% – 99.49%	~3.7–7.3 hours	90%
Below 99.0%	More than ~7.3 hours	100%

Credits are applied against your next invoice. If you would rather have the money back, ask and we will refund it to your original payment method instead — a credit you can only spend with the company that let you down is a poor apology.

5. Claiming

1. Open a billing ticket, or email {{BILLING EMAIL}}, within 30 days of the end of the affected month.
2. Tell us the service and the month. You do not need to supply evidence.
3. We check our monitoring records and confirm within 5 business days.

We do not apply credits automatically, for one honest reason: many customers would rather we spent the effort on fixing the cause. But we will never refuse a valid claim, and we will never argue a customer out of one.

6. Repeated failure

If we miss the 99.9% target in three consecutive months on the same service, you may terminate that service immediately and receive a pro-rata refund of the unused portion of your term, in addition to the credits already due. No notice period, no early-termination charge.

7. What this SLA does not cover

This is a network and platform availability commitment. It is not a guarantee of page load speed, email deliverability to third-party providers, or the behaviour of software you install. It also does not cover data loss — backup obligations are in clause 7 of the Terms of Service.

8. Scope

This SLA applies to shared hosting, reseller hosting and VPS plans. On unmanaged VPS it covers the hypervisor, storage and network only — if your own operating system or application is down, that is outside it. The managed add-on extends coverage to the operating system layer.