1. Introduction

This Service Level Agreement (“SLA”) is a legally binding agreement between 1TenHost Web/App Designing & Development (“Service Provider”) and the client (“Customer”).

This SLA defines measurable service standards, uptime commitments, monitoring practices, support response times, and compensation policies.

2. Scope of Services

This SLA applies to:

• Website Hosting (Shared, VPS, Cloud)
• Web & App Infrastructure
• Managed Hosting Services

Not Covered:

• Domain registration
• Third-party APIs or integrations
• External services outside provider control

3. Uptime Commitment

3.1 Standard Uptime Guarantee

1TenHost guarantees 99.9% monthly uptime for hosting services.

This means your service should remain available almost all the time, with limited acceptable downtime.

👉 Example: 99.9% uptime allows approx. 43 minutes downtime per month

4. Uptime Calculation Formula

Uptime is calculated using the industry standard formula:

Uptime % = (Total Time − Downtime) / Total Time × 100

This method is widely used in hosting SLAs to measure availability

Measurement Period:

• Calculated monthly
• Based on total minutes in the billing cycle

5. Monitoring and SLA Tracking

To ensure transparency and accountability, 1TenHost uses:

External Monitoring:

• Uptime monitoring tools (e.g. UptimeRobot or equivalent)
• HTTP, ping, and port-based checks
• Real-time alerts for downtime

Internal Monitoring:

• Server-level monitoring systems
• Network and infrastructure checks
• Automated logging and incident tracking

SLA monitoring ensures uptime is measurable, auditable, and verifiable

6. Downtime Definition

Downtime is defined as:

• Service unavailability
• Server not responding
• Website inaccessible

Downtime is measured only when confirmed by monitoring systems.

7. Downtime Exclusions

• Scheduled maintenance
• Emergency security updates
• Client-side errors or misconfiguration
• Third-party failures (DNS, payment gateways)
• DDoS attacks beyond mitigation limits
• Force majeure events

8. Downtime Compensation (Service Credits / Refund Policy)

Important Conditions:

• Claims must be submitted within 7 days
• Valid monitoring proof required
• Compensation applies to next billing cycle
• Refunds are limited to service fees only

9. Backup Policy (Hosting Specific)

9.1 Standard Backup Policy

• Regular backups may be performed for hosting services
• Backup frequency depends on hosting plan
• Backups are stored for a limited retention period

9.2 Important Limitations

• Backups are provided as a courtesy, not a guarantee
• Clients are fully responsible for maintaining their own backups
• Data loss due to user actions is not covered

9.3 VPS / Dedicated Environment

• Backup responsibility primarily lies with the client
• Managed backup solutions may be offered separately

Industry standard: hosting providers do not guarantee full data recovery

10. Support Response Time

Response time means acknowledgment, not full resolution.

11. Client Responsibilities

• Maintain secure credentials
• Keep independent backups
• Use services legally
• Avoid excessive resource usage
• Provide accurate project details

Failure may void SLA claims.

12. Security Policy

• Server-level protection
• Firewall and monitoring systems
• Access control mechanisms

However, no system is 100% secure.

13. Maintenance Policy

• Scheduled maintenance may occur
• Advance notice provided where possible
• Emergency maintenance may occur without notice

Maintenance time is excluded from SLA calculations.

14. Service Suspension

• Payment is overdue
• Terms are violated
• Security threats are detected
• Illegal activity occurs

15. Limitation of Liability

• Business loss or revenue loss
• Data loss beyond hosting scope
• Third-party failures

Total liability is limited to service fees paid.

SLA credits are the only compensation.

16. Force Majeure

• Natural disasters
• Internet failures
• Government restrictions
• Infrastructure outages

17. SLA Updates

We may update this SLA at any time.

Continued use of services means acceptance of updated terms.

18. Final Statement

This SLA defines clear expectations, measurable performance, and fair compensation.

It ensures transparency while maintaining realistic service commitments.

19. Contact

• Submit request via official support channels
• Include service details and issue logs

✔ Enterprise Note

• 99.95% or 99.99% SLA
• Dedicated infrastructure
• Advanced monitoring
• Disaster recovery setup