This Service Level Agreement (“SLA”) outlines the service performance
standards, uptime commitments, support scope, and remedies provided by
Cloudexter Hosting for its hosting and domain services.
2. Scope of Services
This SLA applies to the following services provided by Cloudexter
Hosting:
Shared Hosting
Managed WordPress Hosting
Managed VPS Hosting
Managed Bare Metal (Dedicated) Servers
Domain Name Registration & Management
3. Service Availability (Uptime Guarantee)
Service Type
Uptime Guarantee
Measurement Period
Shared Hosting
99.9% monthly uptime
Per calendar month
Managed WordPress Hosting
99.9% monthly uptime
Per calendar month
Managed VPS
99.95% monthly uptime
Per calendar month
Managed Bare Metal
99.99% monthly uptime
Per calendar month
Domain Services (DNS, WHOIS, etc.)
99.9% availability
Per calendar month
Uptime is measured based on server availability and excludes scheduled
maintenance or factors outside Cloudexter’s control (see 9).
4. Scheduled Maintenance
Cloudexter may perform scheduled maintenance with prior notice (minimum
24 hours) posted via email or client dashboard. During such maintenance,
temporary downtime may occur but will not count against uptime
guarantees.
5. Unscheduled or Emergency Maintenance
In cases where urgent fixes or patches are required to maintain service
integrity or security, Cloudexter may perform emergency maintenance
without prior notice. Every effort will be made to minimize impact.
6. Service Credits (Uptime SLA Compensation)
If uptime falls below the guaranteed levels, clients may request service credits within 7 days of the incident via support ticket.
Downtime Range (per month)
Credit Amount
99.0% - 99.89%
5% of monthly fee
98.0% - 98.99%
10% of monthly fee
95.0% - 97.99%
25% of monthly fee
Below 95%
50% of monthly fee
Notes:
- Credits are applied to future invoices only.
- Maximum cumulative credit in any month is 50% of the monthly fee.
- Credits are not applicable to free or trial services.
7. Support Coverage
Support Type
Availability
Channels
Shared & WordPress Hosting
24x7
Ticket, Chat, Email
Managed VPS
24x7
Ticket, Chat, Email
Managed Bare Metal
24x7
Ticket, Chat, Email, Phone (optional)
Domain Services
Business hours (Mon-Sat, 10 AM-7 PM IST)
Ticket, Email
Response Time Targets
Severity
Description
Initial Response Time
P1 - Critical
Complete loss of service
Within 30 minutes
P2 - High
Major impact, partial loss
Within 1 hour
P3 - Medium
Performance issues
Within 4 hours
P4 - Low
General queries
Within 24 hours
8. Managed Service Responsibilities
Shared & WordPress Hosting:
Cloudexter manages the server stack (Apache/Nginx, PHP, MySQL,
security patches).
Client manages their website content, themes, and plugins.
Daily backups retained for 7-14 days.
Managed VPS & Bare Metal:
Cloudexter manages: OS updates, monitoring, backups, and security
hardening.
Client may request root access (upon approval).
Optional add-ons: proactive monitoring, application support, and
extended backup retention.
Domain Services:
Cloudexter acts as registrar/reseller for domain registrations,
renewals, and transfers.
Cloudexter is not liable for domain expiration due to client inaction.
9. Exclusions
Uptime calculations and service credits do not include downtime caused by:
Scheduled or emergency maintenance
Force majeure events (e.g., natural disasters, war, DDoS)
Network issues outside Cloudexter's data centers
Misconfiguration, software errors, or misuse by client
Third-party software or scripts installed by client
Suspension due to non-payment or policy violation
10. Data Backups
Cloudexter performs daily backups (as per plan). Clients are strongly
advised to maintain their own off-site backups. Cloudexter is not
responsible for data loss due to client action or third-party software.
