Service Level Agreement

Service Level Agreement (SLA)

Last Updated: May 2025

Domain Registration India Private Limited ("Domain India") commits to the following service levels for all hosting services.

Uptime Guarantee

**Target Uptime:** 99.9% monthly uptime for all shared, reseller, and VPS hosting services

**Measurement:** Calculated monthly, excluding scheduled maintenance windows

**Monitoring:** 24/7 automated monitoring with immediate alert escalation

Scheduled Maintenance

Planned maintenance windows are communicated at least 24 hours in advance via email

Emergency maintenance may occur without prior notice for critical security patches

Maintenance windows are scheduled during off-peak hours (typically 2:00 AM - 6:00 AM IST)

Support Response Times

| Priority | Description | Response Time |

|----------|------------|---------------|

| Critical | Service down, data loss risk | Within 1 hour |

| High | Major functionality impaired | Within 4 hours |

| Medium | Minor issues, workaround available | Within 12 hours |

| Low | General inquiries, feature requests | Within 24 hours |

Support Channels

**Ticket System:** Available 24/7 via client portal

**Email:** [email protected]

**Phone:** +91-8062178544 (Business hours: 10 AM - 7 PM IST, Mon-Sat)

SLA Credits

If monthly uptime falls below 99.9%, the following credits apply:

| Uptime | Credit |

|--------|--------|

| 99.0% - 99.9% | 5% monthly fee |

| 95.0% - 99.0% | 10% monthly fee |

| 90.0% - 95.0% | 25% monthly fee |

| Below 90.0% | 50% monthly fee |

Credits must be requested within 7 days of the downtime incident and are applied to the next billing cycle. Credits do not exceed 50% of the monthly service fee.

Exclusions

SLA does not cover:

Customer-caused downtime (misconfiguration, resource overuse)

Force majeure events

Third-party service failures (upstream providers, registries)

Scheduled maintenance windows

DNS propagation delays

Data Backup

Shared hosting: Daily backups retained for 7 days (best-effort, not guaranteed)

VPS hosting: Customer-managed backups (optional managed backup add-on available)

Database backups: Included with hosting plans

Important: Customers are responsible for maintaining their own backup copies. Domain India's backups are for disaster recovery only and may not be available on demand.

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Domain Registration India Private Limited

CIN: U72900TZ2016PTC028001