Uptime Guarantee
HostGet guarantees a monthly uptime of 99.99% for all production hosting services, including Cloud VPS, Dedicated Servers, and Managed Cloud hosting.
Uptime % = (Total Minutes − Downtime Minutes) / Total Minutes × 100
99.99% uptime = maximum 4.38 minutes of downtime per month
Network Availability
Our network infrastructure is designed for maximum redundancy and reliability. We maintain multiple upstream transit providers, redundant routing paths, and BDIX (Bangladesh Internet Exchange) connectivity for optimal local performance. Our network backbone features carrier-grade switches, redundant power supplies, and automatic failover mechanisms to ensure continuous connectivity.
Credits for Downtime
If we fail to meet our uptime commitment, you are eligible for service credits applied to your next billing cycle. Credits must be requested within 30 days of the downtime event.
| Monthly Uptime | Service Credit |
|---|---|
| < 99.99% | 5% |
| < 99.9% | 10% |
| < 99% | 25% |
| < 95% | 50% |
Maximum credit per month: 50% of monthly service fee. Credits are non-transferable and cannot be exchanged for cash.
Exclusions
The following situations are excluded from our uptime guarantee and do not qualify for service credits:
- Scheduled maintenance with at least 48 hours advance notice
- DDoS attacks or other malicious external attacks beyond our control
- Issues caused by customer actions, configurations, or custom software
- Force majeure events (natural disasters, war, government actions)
- Third-party service failures outside our direct control
- DNS propagation delays or domain registrar issues
- Failures during beta or preview features
Support Response Times
We are committed to responding to support requests within the following timeframes based on issue severity:
| Priority | Description | Response Time |
|---|---|---|
| Critical | Service completely down | 30 minutes |
| High | Major service degradation | 2 hours |
| Normal | General issues & questions | 8 hours |
| Low | Feature requests & inquiries | 24 hours |
Monitoring
We employ 24/7 automated monitoring across all our infrastructure. Our monitoring systems check service availability, server health, network performance, and resource utilization at regular intervals. Real-time alerts notify our operations team of any anomalies, and our proactive incident management process ensures rapid detection, response, and resolution of issues — often before customers are affected.
Contact
For SLA credit claims, uptime inquiries, or any questions about this Service Level Agreement, please contact our support team:
Email Support