Service Level Agreement (SLA) for HostNestle
Effective Date: 03/12/2025
Version: 3.15.0
This Service Level Agreement ("SLA") outlines the service commitments, uptime guarantees, and support standards provided by HostNestle to its customers.
1. Service Uptime Guarantee
HostNestle guarantees a 99.9% network uptime for all hosting services, calculated on a monthly basis.
Uptime Calculation:
Exclusions from Uptime Calculation:
Scheduled maintenance (with 48-hour advance notice)
DDoS attacks or force majeure events
Customer-side network issues
DNS propagation delays
Violations of Acceptable Use Policy
Third-party software failures
2. Support Response Time Guarantee
| Support Channel | Initial Response Time | Availability |
|---|---|---|
| Critical Issues (Server Down) | 30 minutes | 24/7 |
| Technical Support | 2 hours | 24/7 |
| Billing/General Queries | 4 hours | 9 AM - 9 PM IST |
| WhatsApp Support (+917607541338) | 1 hour | 24/7 for technical issues |
Response time measured from ticket creation to first human response.
3. Service Credits for Uptime Failure
If uptime falls below guaranteed levels, customers may request service credits as follows:
| Monthly Uptime | Service Credit |
|---|---|
| 99.0% - 99.8% | 10% of monthly fee |
| 98.0% - 98.9% | 20% of monthly fee |
| 97.0% - 97.9% | 30% of monthly fee |
| Below 97.0% | 50% of monthly fee |
Credit Request Process:
Submit request via email to support@hostnestle.com within 7 days of month-end
Include server logs/screenshots as evidence
Credits issued within next billing cycle
Maximum credit per month: 50% of monthly fee
4. Infrastructure Performance Guarantee
A. Server Availability
Dedicated/VPS Servers: 99.9% hardware availability
Network Latency: < 50ms within India, < 150ms for international routes
Packet Loss: < 0.1% monthly average
B. Backup Service
Frequency: Daily automatic backups
Retention: 7 days for shared hosting, 14 days for VPS/dedicated
Restoration Time: < 4 hours for priority requests
5. Maintenance Windows
Planned Maintenance:
Notice: 48 hours minimum via email & dashboard notification
Typical Schedule: 2:00 AM - 5:00 AM IST (low-traffic hours)
Maximum Duration: 4 hours per month
Emergency Maintenance: Immediate notification with explanation
6. Customer Responsibilities
To qualify for SLA benefits, customers must:
Maintain valid payment status
Use services per Acceptable Use Policy
Provide accurate contact information
Cooperate with troubleshooting when requested
Report issues via proper channels
7. Limitations & Exclusions
This SLA does not cover:
Free/trial accounts
Domain registration/DNS issues
Third-party application failures
Customer-configuration errors
Bandwidth overage charges
Acts beyond reasonable control (natural disasters, wars, etc.)
8. Monitoring & Reporting
HostNestle provides:
Public Status Page: status.hostnestle.com
Monthly Uptime Reports: Available on request
Real-time Monitoring: 24/7 infrastructure surveillance
9. Modification & Termination
HostNestle may modify this SLA with 30 days' written notice. Continued use of services constitutes acceptance of revised terms.
10. Contact for SLA Claims
SLA Support Team
Email: support@hostnestle.com
Phone: +917607541338 (WhatsApp)
Escalation: support@hostnestle.com
11. Governing Terms
This SLA supplements but does not replace our Terms of Service. In case of conflict, Terms of Service prevail.
This SLA reflects HostNestle's commitment to transparent, reliable hosting services. We continuously monitor and improve our infrastructure to exceed these standards.
