{"id":2064,"date":"2025-01-20T13:12:16","date_gmt":"2025-01-20T13:12:16","guid":{"rendered":"https:\/\/hostinar.com\/hostinar-sla-agreement\/"},"modified":"2025-02-24T05:48:46","modified_gmt":"2025-02-24T05:48:46","slug":"hostinar-sla-agreement","status":"publish","type":"page","link":"https:\/\/hostinar.com\/ar\/hostinar-sla-agreement\/","title":{"rendered":"\u0627\u062a\u0641\u0627\u0642\u064a\u0629 Hostinar SLA"},"content":{"rendered":"<div class=\"wpb-content-wrapper\"><p>[vc_row][vc_column]<div class=\"title1 text-center\">\n\t\t\t\t\n\t\t\t\t  <h2 class=\"font40 font-black font-thin-xs\"><\/h2>\n\t\t\t\t<\/div>[vc_column_text css=&#8221;&#8221;]<\/p>\n<h2><b>Service Level Agreement (SLA) for Hostinar.com<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">Effective Date: 01\/01\/2025<\/span><\/p>\n<p><span style=\"font-weight: 400;\">This Service Level Agreement (&#8220;SLA&#8221;) outlines the guaranteed performance levels, uptime commitments, and compensation policies for hosting services provided by Hostinar.com. By using our services, you agree to the terms of this SLA.<\/span><\/p>\n<h3><b>1. Scope of Agreement<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">This SLA applies to all hosting services offered by Hostinar.com unless explicitly stated otherwise. This SLA forms part of our Terms and Conditions and is subject to the same terms.<\/span><\/p>\n<h3><b>2. Service Availability<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">Hostinar.com guarantees 99.9% uptime for all hosting services per calendar month, excluding scheduled maintenance and circumstances outlined in Section 5 (Exclusions).<\/span><\/p>\n<h4><b>a. Uptime Calculation<\/b><\/h4>\n<p><span style=\"font-weight: 400;\">Uptime is calculated as follows:<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Where downtime refers to periods when the hosting service is unavailable due to issues within our control.<\/span><\/p>\n<h3><b>3. Scheduled Maintenance<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">To ensure optimal performance, Hostinar.com conducts scheduled maintenance:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Notice: Customers will be notified at least 48 hours in advance of scheduled maintenance.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Impact: Maintenance may result in temporary service interruptions, which are excluded from uptime calculations.<\/span><\/li>\n<\/ul>\n<h3><b>4. Compensation Policy<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">If the guaranteed uptime of 99.9% is not met, you may be eligible for compensation as described below:<\/span><\/p>\n<h4><b>a. Credit Structure<\/b><\/h4>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Uptime Below 99.9% but Above 99.0%: 5% of the monthly hosting fee credited to your account.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Uptime Below 99.0% but Above 95.0%: 10% of the monthly hosting fee credited to your account.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Uptime Below 95.0%: 25% of the monthly hosting fee credited to your account.<\/span><\/li>\n<\/ul>\n<h4><b>b. Requesting Compensation<\/b><\/h4>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Submit a written request to [Insert Contact Email] within 7 days of the downtime event.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Include detailed information about the downtime, such as dates, times, and the impact on your services.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Approved claims will result in credits applied to your account within 30 days.<\/span><\/li>\n<\/ul>\n<h4><b>c. Limitations<\/b><\/h4>\n<p><span style=\"font-weight: 400;\">Credits are:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Non-transferable.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Limited to the monthly hosting fee.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Not applicable if your account is past due or in violation of our Terms and Conditions.<\/span><\/li>\n<\/ul>\n<h3><b>5. Exclusions<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">This SLA does not apply to downtime caused by:<\/span><\/p>\n<ol>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Customer Actions: Misconfigurations, custom scripts, or applications.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Third-Party Services: Issues with third-party plugins, software, or integrations.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Force Majeure Events: Events beyond our control, including natural disasters, acts of war, or governmental actions.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Scheduled Maintenance: As outlined in Section 3.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Security Threats: DDoS attacks or other malicious activities.<\/span><\/li>\n<\/ol>\n<h3><b>6. Support Response Times<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">Hostinar.com offers 24\/7 technical support. Response times for support requests are as follows:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Critical Issues (Service Outage): Initial response within 30 minutes.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">High Priority (Degraded Performance): Initial response within 2 hours.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Standard Issues (General Support): Initial response within 24 hours.<\/span><\/li>\n<\/ul>\n<h3><b>7. Termination of SLA<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">Hostinar.com reserves the right to modify or terminate this SLA with 30 days&#8217; notice. Updates will be communicated via email and published on our website.<\/span><\/p>\n<h3><b>8. Contact Information<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">For SLA-related inquiries or claims, contact us at:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Email: <a href=\"mailto:legal@hostinar.com\">legal@hostinar.com<\/a><\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">This SLA demonstrates our commitment to providing reliable hosting services. Thank you for choosing Hostinar.com!<\/span>[\/vc_column_text][\/vc_column][\/vc_row]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"<p>[vc_row][vc_column][vc_column_text css=&#8221;&#8221;] Service Level Agreement (SLA) for Hostinar.com Effective Date: 01\/01\/2025 This Service Level Agreement (&#8220;SLA&#8221;) outlines the guaranteed performance levels, uptime commitments, and compensation policies for hosting services provided by Hostinar.com. By using our services, you agree to the terms of this SLA. 1. Scope of Agreement This SLA applies to all hosting services offered by Hostinar.com unless explicitly stated otherwise. This SLA forms [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"footnotes":""},"class_list":["post-2064","page","type-page","status-publish","hentry"],"jetpack_sharing_enabled":true,"_links":{"self":[{"href":"https:\/\/hostinar.com\/ar\/wp-json\/wp\/v2\/pages\/2064","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/hostinar.com\/ar\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/hostinar.com\/ar\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/hostinar.com\/ar\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/hostinar.com\/ar\/wp-json\/wp\/v2\/comments?post=2064"}],"version-history":[{"count":0,"href":"https:\/\/hostinar.com\/ar\/wp-json\/wp\/v2\/pages\/2064\/revisions"}],"wp:attachment":[{"href":"https:\/\/hostinar.com\/ar\/wp-json\/wp\/v2\/media?parent=2064"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}