Service Level Agreement

Last Updated: 04/09/2023

1. Purpose

This Service Level Agreement (“SLA”) defines the service performance standards, uptime commitments, support coverage, and remedies provided by EskHosting for its hosting and domain-related services.

2. Scope of Services

This SLA applies to the following services offered by EskHosting:

• Shared Hosting
• WordPress Hosting
• Reseller Hosting
• VPS Hosting
• Dedicated Server Hosting
• Domain Name Registration & Management

3. Service Availability (Uptime Guarantee)

Service Type	Uptime Guarantee	Measurement Period
Shared Hosting	99.9% monthly uptime	Per calendar month
WordPress Hosting	99.9% monthly uptime	Per calendar month
Reseller Hosting	99.9% monthly uptime	Per calendar month
VPS Hosting	99.95% monthly uptime	Per calendar month
Dedicated Server Hosting	99.99% monthly uptime	Per calendar month
Domain Services (DNS, WHOIS, etc.)	99.9% availability	Per calendar month

Uptime is measured based on server availability and excludes scheduled maintenance or factors beyond EskHosting’s control (refer to Section 9).

4. Scheduled Maintenance

EskHosting may perform scheduled maintenance with at least 24 hours' prior notice via email or the client dashboard. Any temporary downtime during maintenance will not count toward uptime calculations.

5. Emergency Maintenance

In the event of critical security updates or urgent fixes, EskHosting may carry out emergency maintenance without prior notice. Every effort will be made to minimize disruption.

6. Service Credits (Uptime SLA Compensation)

If uptime falls below the guaranteed levels, clients may request service credits within 7 days of the incident by opening a support ticket.

Downtime Range (per month)	Credit Amount
99.0% - 99.89%	5% of monthly fee
98.0% - 98.99%	10% of monthly fee
95.0% - 97.99%	25% of monthly fee
Below 95%	50% of monthly fee

• Credits apply to future invoices only.
• Maximum monthly credit: 50% of service fee.
• Not applicable to free or trial services.

7. Support Coverage

Support Type	Availability	Channels
Shared & WordPress Hosting	24×7	Ticket, Live Chat, Email
Reseller Hosting	24×7	Ticket, Live Chat, Email
VPS Hosting	24×7	Ticket, Live Chat, Email
Dedicated Server Hosting	24×7	Ticket, Live Chat, Email
Domain Services	24×7	Ticket, Live Chat, Email

Response Time Targets

Severity	Description	Initial Response Time
P1 - Critical	Complete loss of service	Within 30 minutes
P2 - High	Major impact, partial loss	Within 1 hour
P3 - Medium	Performance issues	Within 4 hours
P4 - Low	General queries	Within 24 hours

8. Managed Service Responsibilities

Shared & WordPress Hosting:

• EskHosting manages the server stack (LiteSpeed/Apache, PHP, MySQL, security patches).
• Client manages website content, themes, and plugins.
• Daily backups retained for 7–30 days depending on plan.

VPS & Dedicated Hosting:

• EskHosting manages OS updates, monitoring, backups, and server-level security.
• Clients may request root access (subject to approval).
• Optional add-ons: proactive monitoring, extended backup retention, and application support.

Domain Services:

• EskHosting acts as registrar/reseller for registrations, renewals, and transfers.
• EskHosting is not liable for domain expiration due to client delay or inaction.

9. Exclusions

Uptime calculations and credits exclude downtime caused by:

• Scheduled or emergency maintenance
• Force majeure events (natural disasters, wars, DDoS, etc.)
• Network issues outside EskHosting data centers
• Client-side misconfiguration or misuse
• Third-party scripts or applications
• Suspension for non-payment or policy violations

10. Data Backups

EskHosting performs daily backups based on the hosting plan. Clients are strongly advised to maintain off-site backups. EskHosting is not responsible for data loss caused by client actions or third-party software.

11. Security

EskHosting implements advanced security measures including:

• Regular OS and control panel updates
• Malware and intrusion monitoring
• Network-level DDoS mitigation

While EskHosting maintains strong security standards, absolute protection cannot be guaranteed. Clients must use secure passwords and update applications regularly.

12. Termination

This SLA remains valid as long as the client holds an active hosting account. Termination of service automatically ends this SLA.

13. Modification

EskHosting reserves the right to modify this SLA at any time without prior notice. The latest version will always be available on our website.

14. Contact

EskHosting Support Team
📧 support@eskhosting.com
🌠 EskHosting.com
🕓 24×7 Support for Hosting & Domain Services