Service Level Agreement
Last updated: 1 January 2025. Contractual uptime commitments for all Hostio.in hosting plans.
1. Uptime Definition
"Uptime" means the percentage of total minutes in a calendar month that the hosting service is available. Downtime is measured from the time a support ticket is opened or when our monitoring systems detect unavailability.
2. Exclusions
The following are excluded from uptime calculations:
- Scheduled maintenance (announced 48+ hours in advance)
- DDoS attacks or force majeure events
- Downtime caused by customer actions or third-party software
- DNS propagation delays
- Issues with third-party services outside our control
3. Credit Schedule
If monthly uptime falls below the SLA guarantee, you receive service credits:
4. Claiming Credits
Credits must be requested within 30 days of the qualifying downtime event by opening a billing support ticket. Credits are applied to the next invoice and cannot be converted to cash.
5. Network SLA
We guarantee packet loss of less than 0.1% and latency of less than 10ms between our data centres. Network SLA is included in the uptime calculation.
Contact for SLA Disputes
sla@hostio.in or via Live Chat 24/7.