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
📧 [email protected]
🌐 https://eskhosting.com
🕓 24×7 Support for Hosting & Domain Services