Service Level Agreement (SLA)

Overview of Service Level Agreement

HostGanga’s SLA establishes guaranteed levels of uptime, performance, security, network availability, response time, and operational reliability for all hosting products. This SLA outlines our commitment to providing uninterrupted services backed by enterprise-grade hardware, redundant network architecture, Tier-III datacenter infrastructure, automated monitoring, and trained technical engineers available 24x7x365. This agreement applies to all hosting, VPS, cloud, dedicated, security, email, DNS, CDN, and related digital services taken from HostGanga.

99.9% Uptime Guarantee

HostGanga guarantees **99.9% monthly uptime** for Shared Hosting, Cloud Hosting, Email Hosting, VPS Servers and Dedicated Servers. Uptime commitment includes:

• Network availability from data center to internet backbone
• Power redundancy through UPS + diesel generators
• Cooling infrastructure ensuring optimal temperature
• Hardware-level continuity with hot-swappable components
• Multiple upstream ISPs for uninterrupted connectivity

Any scheduled maintenance is excluded from uptime calculation and is announced at least 24 hours in advance via dashboard or email.

Network Availability Commitment

HostGanga ensures continuously active network connectivity across:

• Redundant fiber connections from multiple Tier-1 ISPs
• Intelligent routing using BGP for automatic failover
• Firewall and DDoS filtering layers for uninterrupted operations
• Multi-path internal network switching on redundancy mode
• High-capacity backbone ports with continuous packet monitoring

Hardware Reliability Guarantee

All physical servers use enterprise-grade hardware (HPE/Dell/Intel) and include:

• ECC Registered RAM for error-free memory operations
• NVMe SSD storage optimized for high-speed I/O
• Redundant storage configurations (RAID1/5/10)
• Hot-swappable power supplies and cooling systems
• Automated smart-drive monitoring with instant replacement

Power Infrastructure SLA

Data centers maintain consistent power delivery with:

• UPS systems with minimum 30 minutes backup
• Diesel generators capable of multi-hour continuous operation
• Automatic switch over (ATS) to avoid electrical downtime
• Regular power load audits for equipment protection

Cooling & Environmental Control

HostGanga ensures optimal environmental conditions through:

• Precision Air Conditioners (PAC units)
• Consistent temperature maintained between 18°C – 27°C
• Humidity control systems to prevent static/equipment leaks
• Non-condensed airflow and hot/cold air isolation

DDoS Protection & Network Security

HostGanga provides enterprise-level DDoS protection with:

• Traffic analysis using AI-based threat detection
• Real-time filtering for UDP/TCP flood attacks
• Layer-7 protection for HTTP attacks
• Auto-blocking of abusive IPs
• Firewall-based anti-bot protection

Server Monitoring & Proactive Actions

All servers are monitored 24x7 through:

• Real-time uptime monitoring every 60 seconds
• CPU/RAM/IO bottleneck alerts
• Drive S.M.A.R.T. analytics with failure prediction
• Network packet analysis
• Immediate intervention by engineers during anomalies

Response Time SLA

HostGanga commits the following response times:

• General Support Ticket: 15–30 minutes
• Technical Support Ticket: 30–60 minutes
• Emergency Outage: Immediate response
• Billing Queries: Within 2–6 hours
• Server Down Notice: Within 5 minutes of alert

Resolution Time SLA

Issues are resolved within:

• Minor issues: Within 1–3 hours
• Moderate issues: Within 6–12 hours
• Major server-level issues: Within 12–24 hours
• Security incidents: Based on severity

Data Backup & Retention

HostGanga provides courtesy backups:

• Shared Hosting: Weekly backup cycle
• Cloud Hosting: Automated daily snapshots (if enabled)
• VPS & Dedicated: Optional paid backup space
• No backup guaranteed for user-deleted data

Disaster Recovery Assurance

HostGanga maintains a structured DR protocol including:

• Off-site data replication (where enabled)
• Emergency restoration procedures
• Data center redundancy planning
• Incident escalation mechanism

Software & System Updates

We ensure continuous updating of:

• cPanel/WHM/Plesk or relevant control panels
• PHP/SQL versions
• Kernel security patches
• OS level enhancements for stability

Customer Responsibilities

Clients must:

• Secure their passwords
• Update plugins/themes on their applications
• Maintain backups for critical business data
• Ensure scripts are free from malware
• Avoid resource over-usage or abuse

Service Exclusions

SLA does NOT cover downtime caused by:

• Customer-side coding or configuration errors
• Malware caused by user-installed scripts
• Third-party service failures
• Force majeure events
• DDoS attacks exceeding network threshold
• Non-payment or late renewal suspension

Compensation Policy

If uptime drops below SLA commitment (excluding exclusions), customers may receive:

• Service credits added to their account wallet
• Credit percentage based on downtime severity

SLA Calculation Method

SLA uptime is calculated using:

**Uptime % = (Total Time – Downtime) / Total Time × 100**

Governing Law

This SLA is governed by Indian IT Act 2000 and international hosting standards.

SLA Modification

HostGanga may update this SLA periodically. The latest version will always be published on this page.