This Service Level Agreement ("SLA") applies to all shared and dedicated hosting clients of DNSP HOST. The Client agrees that uptime and performance measurements recorded by our third-party systems establish eligibility for any applicable performance credit.

If the Client believes there is a discrepancy in these measurements, they must notify DNSP HOST promptly. DNSP HOST and the Client will jointly review the accuracy of the data and determine any applicable performance credit.

This SLA may be updated at any time by DNSP HOST without prior notice.

The DNSP HOST Network includes all equipment, software, and facilities within our network segment, including those contracted through third-party ISP providers used to deliver dedicated and co-location services.

Service Availability is defined as the total time in a calendar month that DNSP HOST services are accessible via the Internet, assuming the Client has established connectivity. DNSP HOST ensures 99.9% uptime availability for services within its network segment. DNSP HOST is not responsible for issues caused by upstream bandwidth providers.

Service Downtime is any unplanned interruption in availability, as long as it is verified to have occurred within the DNSP HOST network segment. It is measured as the total downtime within a calendar month. Downtime caused by third-party software failures is not the responsibility of DNSP HOST.

Scheduled Service Downtime refers to planned interruptions for maintenance, which will be announced at least 24 hours in advance via email or other electronic communication.

Performance Credit is issued when uptime falls below 99.9%. Clients are eligible to receive a 5% credit of the monthly fee for every 30 minutes of downtime, up to 100% of the monthly fee. Downtime is calculated from the time a support ticket is opened to the time services are restored.

Monitoring Service refers to uptime monitoring provided by DNSP HOST via a third-party service for analyzing HTTP-based service availability.

Service Downtime Performance Credit

If Service Availability in a month is below 99.9%, the Client will receive the applicable Performance Credit as outlined above.

Service Exclusions

This SLA does not apply to downtime caused by issues in the following areas:

• Client’s local area network (LAN)
• Client’s own Internet connectivity or end-user software
• Any hardware, software, or configuration inside the Client’s internal network, including firewalls, workstations, or bandwidth shaping equipment

Service Downtime Exclusions

The following events are excluded from the Service Availability calculation:

• Scheduled Service Downtime
• Issues occurring beyond DNSP HOST’s immediate network segment
• Client-initiated actions or misconfigurations, including:
• Incorrect server configuration
• Improper use of installed software
• Excessive server resource consumption initiated by the Client
• Security attacks, including hacking, DDoS, and OS or service exploits

For any queries, please contact us at legal@dnsphost.in or via our support ticket system.

Last Updated: June 22, 2025