SLA

1. Scope and Purpose

This Service Level Agreement (SLA) applies to all hosting services provided by IndiaServerHosting (including VPS, Dedicated Servers, Cloud Hosting, and related services) for customers whose accounts are in good standing with no overdue payments.

This SLA defines the service quality, performance standards, support response times, and remedies available if these standards are not met.

2. Service Commitments

Uptime Guarantee

We guarantee a minimum of 99.9% server uptime per calendar month.
Depending on the selected plan, uptime guarantees may extend to 99.95% or 99.99%.

Support Response Time

We are committed to responding to support tickets within 1 hour during business hours or 24×7, depending on the customer’s hosting plan. Our support team will begin working on issue resolution as soon as possible after the initial response.

Hardware Replacement / Failover

For Dedicated Servers and Managed Hosting Services, in the event of hardware failure, we commit to replacing defective components within 4 to 24 hours, depending on the hosting plan, hardware availability, and server configuration. Where applicable, failover mechanisms may be used to minimize service disruption.

3. Remedies / Service Credits

If we fail to meet the guaranteed uptime or committed support response time, customers may be eligible for a service credit as compensation. Service credits are calculated as a percentage of the affected service’s monthly billing amount.

The maximum service credit will not exceed the amount paid for the affected service period.

4. Exceptions (What Is Not Covered)

Service credits will not be provided for downtime or delays caused by:

Scheduled maintenance or system upgrades
Force majeure events (including natural disasters, war, or governmental actions)
Third-party software failures, customer-developed code, DDoS attacks, or malware
Client misconfiguration, misuse, or violation of the Terms of Service or Acceptable Use Policy
DNS propagation delays or external network issues beyond our control

5. Requesting Service Credits

To request a service credit:

Submit a support ticket or email request including the domain name, account ID, date and time of the incident, and a brief description of the issue.
Credit requests must be submitted within 30 days of the incident.
Approved credits will be applied to the next billing cycle and are non-refundable and non-transferable.