Service Level Agreement

Service Level Agreement (SLA)

This Service Level Agreement ("SLA") describes HostupCloud's uptime commitments, credit eligibility, and exclusions for each service category. It supplements the General Terms and Conditions and the System Policies. In the event of a conflict, the SLA prevails for uptime and credit matters.

Last updated: 22 February 2026 · Effective: 22 February 2026

Uptime Targets How We Measure SLA Credits Exclusions Scheduled Maintenance Claiming Credits Limitations

1. Uptime Targets by Service

HostupCloud commits to the following monthly uptime percentages for each service. Uptime is calculated per calendar month.

Service	Uptime SLA	Max Downtime	Credit Rate
Shared Web Hosting	99.9%	~8.7 hrs / year	10% per 1 hr beyond threshold
Cloud VPS	99.95%	~4.4 hrs / year	10% per 30 min beyond threshold
Bare Metal Server	99.9%	~8.7 hrs / year	10% per 1 hr beyond threshold
Network (Transit/Uplink)	99.99%	~52 min / year	5% per 15 min beyond threshold
Object Storage	99.9%	~8.7 hrs / year	10% per 1 hr beyond threshold

Credits are issued as account balance (service credit), not cash refunds. Maximum total credit for any calendar month is capped at 30% of that month's service fee.

2. How We Measure Uptime

Monitoring

HostupCloud monitors service availability from multiple global probe locations every 60 seconds using synthetic HTTP/HTTPS checks and ICMP ping.

Uptime formula

Uptime % = ((Total minutes − Downtime minutes) / Total minutes) × 100. Measurement period is the calendar month (UTC).

Downtime definition

A service is considered 'down' when it fails 3 consecutive health checks from 2 or more probe locations. Partial degradation (slow response) is not counted as downtime.

Status page

Real-time and historical uptime data is published at status.hostupcloud.com. Incidents are posted within 15 minutes of detection.

3. SLA Credits

When HostupCloud fails to meet the uptime SLA for a given service in a calendar month, eligible customers may claim a service credit calculated as follows:

99.0% – SLA target

10% of monthly fee

95.0% – 98.9%

25% of monthly fee

Below 95.0%

50% of monthly fee

Credits are applied to the account balance and automatically deducted from the next invoice. They are non-transferable and have no cash value. Maximum credit per month is 50% of the monthly service fee regardless of total downtime.

4. SLA Exclusions

The following do not count toward SLA downtime and are not eligible for SLA credits:

4.1Scheduled maintenance windows (announced ≥ 48 hours in advance)

4.2Emergency maintenance required to prevent security breaches or data loss

4.3Force majeure — natural disasters, acts of government, pandemic, war

4.4DDoS attacks directed at the customer's services or infrastructure

4.5Downtime caused by customer actions, misconfiguration, or software bugs

4.6Third-party upstream provider or transit outages beyond HostupCloud's control

4.7DNS propagation delays not caused by HostupCloud infrastructure

4.8Service suspension due to non-payment, AUP violations, or legal orders

4.9Beta, trial, or free-tier services (no SLA applies)

4.10Outages lasting less than 5 consecutive minutes

5. Scheduled Maintenance

Planned Maintenance

Announced at least 48 hours in advance via status.hostupcloud.com and email

Scheduled during low-traffic windows (02:00–06:00 IST where possible)

Typically takes 15–120 minutes per event

Does not count toward SLA downtime calculation

Emergency Maintenance

May be performed without advance notice to protect security or data integrity

Notification sent as soon as possible after the event

Does not count toward SLA downtime if security-critical

Post-incident report published within 48 hours for P1 events

6. How to Claim SLA Credits

6.1Submit a credit request via the billing portal or by emailing billing@hostupcloud.com

6.2Claims must be submitted within 30 days of the end of the month in which the downtime occurred

6.3Include the affected service, approximate downtime period, and any reference from the status page

6.4HostupCloud will review the claim against internal monitoring data within 5 business days

6.5Approved credits are added to the account balance and appear on the next invoice

6.6Late claims (submitted after 30 days) will not be processed

6.7Credits cannot be claimed for services that are past due or suspended at the time of the incident

SLA credits are the sole and exclusive remedy for service downtime. They do not constitute a waiver of our liability limitations under the General Terms and Conditions.

7. General Limitations

No Cash Refunds. SLA credits are issued solely as account balance and have no monetary or cash value. They cannot be converted to cash or transferred to another account.

Stacking. Credits from multiple incidents in the same month are combined but are still capped at 50% of the monthly fee for the affected service.

Account Standing. Credits may only be claimed by accounts in good standing (no outstanding invoices, no active AUP violation). Accounts with overdue balances forfeit SLA credit eligibility for that period.

SLA Modifications. HostupCloud may update this SLA with 30 days' notice. Continued use of services after the effective date constitutes acceptance of the revised SLA.

Need to report downtime or claim a credit?

Contact our billing or support team with your incident details and we'll review your SLA credit request within 5 business days.

billing@hostupcloud.com +91 87625 28280 Open a Ticket