Service Level Agreement (SLA)

This is Service Level Agreement between HostPug Web Services & the person/persons who use our web hosting and other service. Please read carefully to ensure you understand our terms before purchasing any of our products or services.

Hostpug Web Services Provides web hosting to clients worldwide, and we have a responsibility to protect each client and to provide the best services available.HostPug reserves the right to suspend or cancel a customer's access to any or all services provided, at any time, or when we decides that the account has been inappropriately used or otherwise.

What is SLA ?

SLA is short for Service Level Agreement. These are the contractual agreements which take place between two parties – the client and the service provider.Within these agreements we Hostpug and Clients have made an Online Agreements about the Server/Network Uptime to ensure our trust and Quality of services offered.

We are ensured to deliver all the requirements mentioned in the SLA. This way, the client can ensure having the service they expected and signed up for.

Our Service Level Agreement (SLA)

Only the Following Plans offered by Hostpug are covered under the SLA

  • Shared Hosting
  • Reseller Hosting
  • Managed VPS Servers

For the Above mentioned Services the monthly Availability will be 99% as you can see the Uptime Report in our Uptime Monitor here As this is an Public Monitor for Client reference and we do offer Internal Service monitors offered our Datacenter,Incase the Client needs those report they can contact us for more details.

Before offering Compensation We will check our Both logs Uptime Robot and our Internal monitor for Verification.

If the service/Network is down for Morethan 3 hours You will start getting the Compensation of about 7 to 15 Days Time Extension for your Active Service (Which is affected)

Compensation Will not be Offered for Following :

  • IP Blocks by our Firewall due to Abuse cases Like Failed Logins/Attacks
  • Account Suspension
  • Abuse Cases
  • Website Mis-configuration
  • PHP/Development Related Errors
  • Browser Cache issues
  • DNS Propagations
  • Your Private Nameserver Issues
  • Overdue Payments
  • Service termination/suspension

Compensation will be applied only if there is any issue only on Our Server/Network End !

As there are more Uptime monitor’s available for use so we won’t accept those reports if the client sent us their Website is Down.As some monitors gives false results due to their monitor IP blocked in our Firewall due to Heavy Connections to our Server.We will be very strict on Following the compensation we will verify the down from our Monitors (Data Center too)

Customers can open ticket to get their compensation Days Added to their Service Period

Jurisdiction

The laws of the Republic of India shall govern this agreement. In any event of dispute the area of Jurisdiction would be Salem, Tamilnadu only..

 

Disclaimer

HostPug shall not be responsible for any damages your business may suffer. HostPug makes no warranties of any kind, expressed or implied for services we provide. HostPug disclaims any warranty or merchantability or fitness for a particular purpose. This includes loss of data resulting from delays, no deliveries, wrong delivery, and any and all service interruptions caused by HostPug and its employees.HostPug has rights to Change their Terms of Service/FUP/AUP/SLA/Unlimited Policy/Refund Policy/Pricing of Plans anytime with or without Notice.All customers would be bound by the newest terms published on the website.

Last Updated 01/Oct/2018