1. Introduction

This Service Level Agreement (“SLA”) outlines the levels of service that Cvahost provides to its customers. By using Cvahost services, you agree to the terms specified in this SLA. This agreement is subject to periodic updates.

2. Service Commitment

Cvahost is committed to providing 99.9% uptime on all hosting services. This uptime guarantee applies to network availability, hardware functionality, and server stability.

3. Service Availability

• Network Uptime: Cvahost guarantees that its data centers will be operational 99.9% of the time.
• Server Uptime: Cvahost ensures that its hosting servers remain functional with a 99.9% uptime.
• Scheduled Maintenance: Any scheduled maintenance will be notified at least 24 hours in advance.

4. Downtime and Compensation

• If Cvahost fails to meet the 99.9% uptime guarantee, customers may request service credits based on the downtime experienced.
• Compensation Structure:
  • 99.0% – 99.9% uptime: 5% service credit
  • 95.0% – 98.9% uptime: 10% service credit
  • Below 95.0% uptime: 25% service credit
• Service credits will be provided upon request and cannot be exchanged for cash refunds.

5. Support Response Times

Cvahost offers 24/7 customer support with the following response time commitments:

• Critical Issues: Response within 1 hour.
• High-Priority Issues: Response within 4 hours.
• General Support Inquiries: Response within 24 hours.

6. Exclusions

The SLA does not cover service interruptions due to:

• Scheduled maintenance or upgrades.
• Customer-side issues, including software misconfiguration.
• Acts of God, natural disasters, or force majeure events.
• Third-party DDoS attacks or security threats beyond Cvahost’s control.

7. Backup and Data Recovery

Cvahost performs regular backups; however, it is the customer’s responsibility to maintain independent backups of their data. Cvahost is not liable for data loss due to hardware failures, cyberattacks, or human error.

8. Termination of Service

Cvahost reserves the right to terminate services if the customer violates the Acceptable Use Policy (AUP) or fails to meet payment obligations.

9. Contact Information

For SLA-related inquiries or claims, please contact:

• Email: [email protected]
• Phone: +91 9471612109
• Address: Cvagroups Technologies Limited, Patna, Bihar – 800020

By using Cvahost services, you agree to the terms specified in this SLA. Cvahost reserves the right to modify this agreement at any time.