Service Level Agreement (SLA) at host.net.bd

Coverage Definitions

This Service Level Agreement (SLA) is applicable to all customers who purchased a VPS or Hosting Service from host.net.bd and whose account is current. As used herein, the term "VPS Server Availability" refers to the percentage of a given month (based on 24-hour days for the number of days in the month) that the server is accessible to third parties via RDP/Terminal Services, ICMP, HTTP, or HTTPS, as measured by host.net.bd, unless a local firewall on the customer VPS server prohibits such monitoring.

Service Level

Goal: host.net.bd's goal is to ensure 100% server/network availability for all customers.

Remedy: Subject to Sections 3 and 4 below, if the VPS Server Availability of customer's VPS Server is less than 100%, host.net.bd will issue a credit to customer in accordance with the following schedule, with the credit being calculated on the basis of the monthly service charge for the affected Services:

VPS Server Availability Credit Percentage:

• 99.9 to 100%: 0%
• 97% to 99.8%: 10%
• 94% to 96.9%: 25%
• 90% to 93.9%: 50%
• 89.9% or below: 100%

Exceptions

Under this SLA, the customer will not be credited for any VPS server availability failure or shortfall brought on by or connected to:

• Circumstances beyond reasonable control of HOST.NET.BD, including, without limitation, acts of any governmental body, war, insurrection, sabotage, armed conflict, embargo, fire, flood, strike or other labor disturbance, interruption of or delay in transportation, unavailability of or interruption or delay in telecommunications or third party services, virus attacks or hackers, failure of third party software (including, without limitation, ecommerce software, payment gateways, chat, statistics or free scripts) or inability to obtain raw materials, supplies, or power used in or equipment needed for provision of this SLA
• failure of upstream access circuits to the host.net.bd Network, unless such failure is caused solely by host.net.bd
• Scheduled maintenance and emergency maintenance and upgrades
• DNS issues outside the direct control of host.net.bd
• Issues with FTP, POP, IMAP, or SMTP customer access
• False SLA breaches reported as a result of outages or errors of any host.net.bd measurement system
• Customer's acts or omissions (or acts or omissions of others engaged or authorized by customer), including, without limitation, custom scripting or coding (e.g., CGI, Perl, HTML, ASP, etc), any negligence, willful misconduct, or use of the Services in breach of the host.net.bd Terms and Conditions Policy
• E-mail or webmail delivery and transmission
• DNS (Domain Name Server) Propagation
• Outages elsewhere on the Internet that hinder access to your account. host.net.bd is not responsible for browser or DNS caching that may make your site appear inaccessible when others can still access it. host.net.bd will guarantee only those areas considered under the control of host.net.bd: host.net.bd server links to the Internet, host.net.bd's routers, and host.net.bd's servers

Credit Request and Payment Procedures

In order to receive a credit, the customer must make a request therefor by sending an email message to [email protected]. Each request in connection with this SLA must include customer's user name and the dates and times of the unavailability of customer's VPS Server and must be received by host.net.bd within ten (10) business days after customer's VPS Server was not available. The credit report must include Trace Route or Ping Response with Date/Time Stamp demonstrating unavailability of Customer VPS during the reported downtime. If the unavailability is confirmed by host.net.bd, credits will be applied within two billing cycles after host.net.bd's receipt of customer's credit request.

Notwithstanding anything to the contrary herein, the total amount credited to customer in a particular month under this SLA shall not exceed the total hosting fee paid by customer for such month for the affected Services. Credits are exclusive of any applicable taxes charged to customer or collected by host.net.bd and are customer's sole and exclusive remedy with respect to any failure or deficiency in the VPS Server Availability of customer's VPS Server.

This Service Level Agreement, and the terms herein, may be changed or ammended anytime at host.net.bd's sole discretion.

Backup System

In Our Shared Server environment there is no Data Backup system available. If you take Shared Server You need to take backup own. If there is any data loss or destroy, customer will provide data & host.net.bd will help to restore data.