Service Level Agreement

This Service Level Agreement formalizes the 99.9% uptime commitment mentioned across our site into an actual, actionable policy: what it means, what's excluded, and what you're entitled to if we fall short of it. It applies to all shared, WordPress, and VPS hosting plans.

We guarantee 99.9% network and server uptime in any given calendar month for shared, WordPress, and VPS hosting. That works out to no more than about 43 minutes of unplanned downtime per month before you're owed a credit under this policy.

Downtime means your hosting account is unreachable because of a failure on infrastructure we control: the server itself, our network, or core services like DNS resolution for our nameservers. It's measured from our own monitoring systems, which check server availability continuously. It does not include the exclusions listed in Section 6.

Planned maintenance windows, like security patches, hardware upgrades, and infrastructure migrations, are excluded from uptime calculations, provided we announce them in the client area at least 24 hours in advance and schedule them for low-traffic hours wherever possible. We keep these as short and infrequent as we can; they're not a loophole we lean on.

If actual uptime in a calendar month falls below our commitment, your account is credited toward a future invoice based on how far it fell short:

Credits are a percentage of that month's hosting fee for the affected service, applied to your next invoice. They're not a cash refund. Credits don't stack beyond 25% of a single month's fee regardless of how far below the commitment actual uptime falls.

Credits aren't always applied automatically. Open a ticket from your client area within 30 days of the incident with your domain name and the approximate time you noticed the outage. Our team checks that against our own monitoring logs and applies the credit if it qualifies. Most claims are resolved within a few business days.

This SLA doesn't cover downtime caused by:

• Scheduled maintenance announced per Section 3
• Issues on your end: a misconfigured DNS record, a broken plugin, exceeding your plan's resource limits, or a script error in your own code
• Third-party services outside our infrastructure, such as your domain registrar (if different from HostyXo), a third-party CDN, or an external API your site depends on
• Force majeure events, including natural disasters, national internet backbone outages, or other circumstances genuinely outside our control
• Account suspension for violating our Acceptable Use Policy or Terms & Conditions

Separate from infrastructure uptime, support tickets from your client area average under 2 minutes for a first response during business hours (Saturday–Thursday, 9 AM–9 PM Bangladesh time), and are monitored around the clock. This is a service standard we track internally, not a credit-bearing guarantee the way uptime is.