Service Level Agreement (SLA)

Last Updated: 07 Dec 2025

This Service Level Agreement (SLA) outlines the service performance standards, uptime guarantees, responsibilities, and support commitments provided by VNA Hosting (“we”, “us”, “our”) to the customer (“you”, “client”).

This SLA applies to all hosting products, including Shared Hosting, VPS, Cloud Servers, Dedicated Servers, Backup Services, Email Hosting, and Managed Solutions.

1. Uptime Guarantee

VNA Hosting guarantees a 99.9% monthly uptime for all hosting and server services.

1.1 Uptime Calculation

1.2 Exclusions from Uptime Calculation

Uptime does not include downtime caused by:

  • Scheduled maintenance
  • Emergency maintenance
  • Customer actions (misconfiguration, coding errors, accidental deletion, misuse)
  • DDoS attacks or security threats
  • Network issues outside our data center
  • Third-party service failures (registrars, payment gateways, upstream providers)
  • Force majeure events (fire, flood, earthquake, war, pandemic, etc.)
  • Hardware or software failures caused by customer-installed scripts or third-party apps

2. Scheduled Maintenance

We may perform maintenance that may temporarily impact service availability.

2.1 Notification Procedure

Scheduled maintenance will be communicated 24–48 hours in advance.

Emergency maintenance may occur without prior notice to prevent severe issues.

3. Support Response Time

VNA Hosting provides support through email, ticket system, WhatsApp, and phone.

3.1 Standard Support Hours

  • 24/7 Ticket Support
  • Phone/WhatsApp Support: 10:00 AM – 8:00 PM IST (Mon–Sat)

3.2 Response Time Commitments

Priority Level Example Issues Response Time
P1 – Critical Server down, network outage, inaccessible service 30 minutes
P2 – High Major performance issues, email down 1 hour
P3 – Medium Configuration issues, minor bugs 3–6 hours
P4 – Low General queries, billing questions 12–24 hours

 

Respo0nse time ≠ resolution time. Resolution may vary depending on complexity.

4. Backup Policy

Backups are provided only if included in your plan.

4.1 Our Backup Responsibility

  • Automated daily/weekly backups (if included)
  • Secure backup storage
  • Restoration support

4.2 Customer Responsibility

  • Maintaining your own additional backups
  • Ensuring data integrity
  • Requesting restoration when needed

VNA Hosting is not liable for data loss under any circumstances.

5. Security Commitment

VNA Hosting implements industry-standard security measures, including:

  • Firewall & DDoS protection
  • Malware scanning
  • Access control & monitoring
  • Regular server patching
  • Secure network architecture

However, no system is 100% secure.
Clients must secure:

  • Their applications
  • Scripts/CMS systems
  • Login credentials
  • Email accounts
  • Software and plugin updates

6. Service Credits (Compensation)

If uptime falls below 99.9%, customers may request service credits.

6.1 Credit Structure

Monthly Uptime Credit Provided
99.0% – 99.9% 10% of monthly fee
98.0% – 99.0% 20% of monthly fee
95.0% – 98.0% 50% of monthly fee
Below 95% 100% of monthly fee

 

6.2 Claim Conditions

To receive credits:

  • A support ticket must be submitted within 7 days of the incident
  • Credits apply only to the affected service
  • Credits are applied to future invoices, not refunded
  • Credits do not apply if downtime is caused by customer or excluded situations

7. Customer Responsibilities

You agree to:

  • Use services according to our Terms, AUP, and policies
  • Maintain strong passwords and secure access
  • Update your software, CMS, plugins
  • Ensure scripts are safe and optimized
  • Avoid resource abuse
  • Make timely payments to avoid suspension

8. Data Center Standards

Our infrastructure is hosted in Tier III or Tier IV data centers (depending on location), offering:

  • Redundant power (UPS + generators)
  • HVAC climate control
  • 24/7 monitoring
  • Multi-layer physical security
  • High-speed redundant network connections

9. Force Majeure

We are not responsible for failure to provide service due to events outside of our control, including:

  • Natural disasters
  • Pandemic
  • War or terrorism
  • Power grid failures
  • Government shutdown orders

10. SLA Exclusions

This SLA does not apply to:

  • Shared Hosting (if you want, I can add separate clauses)
  • Customer-caused downtime
  • Beta or trial services
  • Services with unpaid invoices
  • Third-party software failures
  • Network outages outside our control

11. Modifications to SLA

VNA Hosting reserves the right to modify this SLA at any time.
Updates will be posted on our website.

12. Contact Information

For SLA-related concerns:

📧 support@vnahosting.com

🌐 www.vnahosting.com