Service Level Agreement

1. Scope of this SLA

This Service Level Agreement applies to covered Shared Hosting, Cloud Hosting, Email Hosting, VPS, and Dedicated Server services provided by NEXAROOT TECHNOLOGY INDIA PRIVATE LIMITED under the HostGanga brand. It defines a 99.9% monthly uptime commitment and the conditions used to assess eligibility.

Product configuration and optional services still depend on the customer’s selected plan. This agreement does not turn an unlisted feature, management task, backup schedule, or technical architecture into a guaranteed inclusion.

Monthly uptime calculation

Uptime percentage is calculated as (total time minus qualifying downtime) divided by total time, multiplied by 100.

Exclusion review

Scheduled maintenance, customer configuration, malware, third-party failures, force majeure, excessive DDoS events, and non-payment are excluded.

Service credit

When qualifying uptime falls below 99.9%, an eligible customer may receive an account-wallet service credit based on downtime severity.

2. Uptime and planned maintenance

HostGanga commits to 99.9% monthly uptime for covered Shared Hosting, Cloud Hosting, Email Hosting, VPS, and Dedicated Server services. Availability is assessed for the HostGanga-controlled service boundary, including relevant network and platform availability.

Scheduled maintenance is excluded from the calculation. The existing SLA states that planned maintenance will be announced at least 24 hours in advance through the dashboard or email.

3. Operations, monitoring, and security

HostGanga monitors service availability and relevant resource or infrastructure alerts and may intervene when anomalies are detected. Operational work can include platform maintenance, security updates, network protection, and incident escalation appropriate to the affected service.

DDoS and firewall controls reduce risk but cannot make a service immune to every attack. Events exceeding the applicable protection threshold are excluded from SLA calculations. Optional backup, replication, monitoring, and management capabilities apply only where enabled or confirmed for the plan.

4. Support and restoration expectations

Support requests are triaged by category and severity. The source SLA lists these response targets: general tickets 15–30 minutes, technical tickets 30–60 minutes, emergency outages immediately, billing questions within 2–6 hours, and a server-down notice within 5 minutes of an alert.

It also lists resolution targets of 1–3 hours for minor issues, 6–12 hours for moderate issues, and 12–24 hours for major server-level issues; security incidents depend on severity. These are operational targets, not guarantees that every dependency or customer application can be resolved within that window.

5. Backups and recovery

The existing SLA describes shared-hosting backups on a weekly cycle, cloud snapshots where enabled, and optional paid backup space for VPS and dedicated services. Availability is plan-dependent, and user-deleted data is not guaranteed to be recoverable.

Recovery measures may include restoration procedures, incident escalation, and off-site replication where enabled. Customers must retain independent backups appropriate to their data and test restoration rather than depending on a single copy.

6. Customer responsibilities

Customers must protect passwords and keys, update application plugins and themes, keep critical-data backups, ensure scripts are free of malware, and avoid abusive or excessive resource use. They are responsible for customer-managed operating systems, applications, code, and configuration.

Customers must also keep account contacts current and provide timely, accurate evidence when requesting an incident review or credit.

7. Exclusions

Qualifying downtime does not include scheduled maintenance; customer-side code, configuration, or actions; malware introduced through customer-installed software; third-party service failure; force majeure or natural disaster; DDoS attacks beyond the protection threshold; or suspension caused by non-payment or late renewal.

A problem outside HostGanga’s controlled service boundary, including local connectivity or an external application dependency, is not treated as HostGanga platform downtime.

8. Credits and calculation

Monthly uptime is calculated as: uptime percentage = (total time − qualifying downtime) ÷ total time × 100. If a covered service falls below 99.9% after exclusions, the customer may be eligible for a service credit placed in the account wallet.

The credit percentage depends on downtime severity. A credit is not a cash refund and does not remove unpaid invoices or other obligations. Contact HostGanga with the affected service and timestamps so eligibility can be reviewed.

9. Governing framework, changes, and contact

This SLA is governed by the Indian Information Technology Act, 2000, and applicable law. HostGanga may update the SLA periodically; the current version will be published on this page.

Company: NEXAROOT TECHNOLOGY INDIA PRIVATE LIMITED. Address: 2nd Floor, Plot No. 1173/K46, Near Amba Check Post, Aurangabad (BH), PIN-824111. Telephone: +91 99998 42234. Email: care@hostganga.com.

Frequently asked questions