This Service Level Agreement ("SLA") describes the uptime commitments NetYatri makes for paid hosting services and the service credits available if we fail to meet them.
1. Uptime Commitment
| Service | Monthly Uptime Commitment |
|---|---|
| Shared Web Hosting (Starter, Premium) | 99.9% |
| Business Web Hosting | 99.99% |
| All Cloud Hosting plans | 99.99% |
| Email Hosting | 99.9% |
| DNS Service | 100% |
2. Service Credits
If we fail to meet the committed uptime in any monthly period, you are eligible for service credits as follows:
| Uptime in the month | Credit (% of monthly fee) |
|---|---|
| 99.0% – 99.9% | 10% |
| 98.0% – 98.99% | 25% |
| 95.0% – 97.99% | 50% |
| Below 95.0% | 100% |
3. How Credits Work
Credits are automatically applied to your account when an SLA breach is detected — no ticket needed. Credits can be used towards future invoices but are not refundable as cash.
4. Exclusions
The SLA does not apply to downtime caused by:
- Scheduled maintenance (announced at least 48 hours in advance).
- Force majeure (natural disasters, government action, war, terrorism).
- DDoS attacks against your specific site / IP (we still mitigate, but credits may not apply).
- Your code, your plugins, your applications or your misconfiguration.
- Outages caused by third parties outside our control (e.g. CDN, registrar).
- AUP violations or suspension for non-payment.
5. How We Measure Uptime
We use independent third-party monitoring from 7 global locations checking every 30 seconds. Two consecutive failed checks = downtime.
6. Claims
To dispute a credit calculation, open a ticket within 30 days of the monthly billing cycle.
7. Contact
For SLA questions, email [email protected].