Service Level Agreement

Service Level Agreement

1. Purpose

This Service Level Agreement (“SLA”) outlines the service performance standards, uptime commitments, support scope, and remedies provided by Cloudexter Technologies LLP for its hosting and domain services.

2. Scope of Services

This SLA applies to the following services provided by Cloudexter Technologies LLP Hosting:

• Shared Hosting
• Managed WordPress Hosting
• Managed VPS Hosting
• Managed Bare Metal (Dedicated) Servers
• Domain Name Registration & Management

3. Service Availability (Uptime Guarantee)

Uptime is measured based on server availability and excludes scheduled maintenance or factors outside Cloudexter Technologies LLP’s control (see 9).

4. Scheduled Maintenance

Cloudexter Technologies LLP 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 Technologies LLP 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.

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

Response Time Targets

8. Managed Service Responsibilities

Shared & WordPress Hosting:

• Cloudexter Technologies LLP 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 Technologies LLP 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 Technologies LLP acts as registrar/reseller for domain registrations, renewals, and transfers.
• Cloudexter Technologies LLP 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 Technologies LLP'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 Technologies LLP performs daily backups (as per plan). Clients are strongly advised to maintain their own off-site backups. Cloudexter Technologies LLP is not responsible for data loss due to client action or third-party software.

11. Security

Cloudexter Technologies LLP maintains industry-standard security practices, including:

• Regular OS and control panel updates
• Malware and intrusion monitoring
• Network-level DDoS mitigation

However, absolute security cannot be guaranteed; clients must maintain strong passwords and update scripts regularly.

12. Termination

This SLA remains valid as long as the client holds an active hosting account. Termination of service automatically terminates this SLA.

13. Modification

Cloudexter Technologies LLP reserves the right to modify this SLA without any notice. Updated versions will be published on our website.

14. Contact

Cloudexter Technologies LLP Support
support@Cloudexter Technologies LLP.com
https://Cloudexter Technologies LLP.com
24×7 Support for Managed Hosting Services