Service Level Agreement (SLA) – Hostpug Web Private Limited

1. Purpose

This Service Level Agreement (“SLA”) sets out the service expectations between Hostpug Web Private Limited (“Hostpug”) and its customers. It covers uptime commitments and the only form of compensation offered: service due date extension. No monetary credits or refunds will be issued under this SLA.

2. Service Availability

Hostpug will use commercially reasonable efforts to ensure 99% or higher uptime for all hosting services (Shared, Reseller, VPS, Dedicated), measured monthly, excluding scheduled or emergency maintenance.

3. Scheduled Maintenance

Hostpug may perform scheduled maintenance with prior notice to customers via email or the status page. Maintenance windows are excluded from the uptime calculation.

4. SLA Breach & Service Due Date Extension

• 99% Uptime or Higher: No service due date extension.
• If the service went down for more than 3 hours (unscheduled downtime): 5-day extension of the service due date will be added to the affected service.

Extensions are non-transferable and non-convertible to cash or credit. They apply only to the affected service.

5. Claim Process

• Customers must submit an SLA claim through the client area within 7 days after the downtime event.
• The claim must include the affected service ID, downtime details, and any relevant logs.
• Hostpug will verify the downtime using its monitoring systems.
• Once approved, the applicable service due date extension will be applied within 5 business days.

6. Exclusions

This SLA does not apply to:

• Downtime caused by customer actions (misconfigurations, excessive resource usage, custom scripts, security breaches).
• Scheduled or emergency maintenance.
• Force majeure events beyond Hostpug’s control (natural disasters, internet backbone failures, DDoS attacks, war, government actions, etc.).

7. No Refunds or Credits

Hostpug will not issue any monetary refunds, credits, or discounts. The sole remedy under this SLA is the service due date extension as described above.

8. Acceptance

By using Hostpug’s services, you acknowledge and agree to this SLA and its terms.