Service Level Agreement (SLA)
Last Update: June 16, 2024
1. Overview
This Service Level Agreement (SLA) outlines the terms and conditions for the web hosting services provided by HostGrap. It defines our service guarantees, customer responsibilities, and compensation policies to ensure high-quality hosting services.
2. Service Commitment
HostGrap is committed to providing a reliable hosting experience. Our network uptime goal is 99.9% on a monthly basis.
2.1 Uptime Guarantee
We guarantee 99.9% uptime for all hosting services, excluding:
- ⬩ Scheduled maintenance.
- ⬩ Events beyond our control (natural disasters, DDoS attacks, etc.).
2.2 Scheduled Maintenance
- Scheduled maintenance will be announced at least 24 hours in advance via email or through the client area.
2.3 Unscheduled Downtime
- In case of unscheduled downtime, our team will take immediate corrective action and notify affected customers as soon as possible.
3. Support and Assistance
Our technical support team is available 24/7 to assist customers with hosting-related issues.
Support Channels:
⬩ Email: [email protected]
⬩ Live Chat: Available in the client area.
- ⬩WhatsApp: +94 760 799 615
4. Customer Responsibilities
To maintain service quality, customers must:
- ⬩ Provide accurate account information.
- ⬩ Adhere to HostGrap’s Terms of Service.
- ⬩ Ensure their software, plugins, and applications are up-to-date.
- ⬩ Protect their account credentials and hosting environment from unauthorized access.
5. Compensation Policy
If fails to meet the uptime guarantee, customers may request compensation as follows:
| Uptime Level | Compensation (of Monthly Fee) |
|---|---|
| 98.0% – 97.0% | 10% credit |
| 97.4% – 96.0% | 25% credit |
| Below 96.0% | 50% credit |
How to Claim Compensation:
Customers must submit a claim through the client area within 7 days of the downtime event.
6. Exclusions
The following are not covered under the uptime guarantee:
- ⬩ Downtime caused by customer errors or misconfigurations.
- ⬩ Scheduled maintenance announced in advance.
- ⬩ Events outside of HostGrap’s control (e.g., cyberattacks, third-party service failures).
- ⬩ Issues related to third-party applications, plugins, or software.
7. Termination and Revisions
HostGrap reserves the right to revise this SLA with 30 days’ notice to customers.
If services are terminated, unused hosting fees will be refunded as per our Refund Policy.
8. Agreement Acceptance
By using HostGrap’s services, you agree to the terms outlined in this SLA.
Contact Us
If you have questions regarding this SLA, please contact:
- ⬩ Email: [email protected]
- ⬩ WhatsApp: +94 760 799 615
- ⬩ Phone: 072 572 9000