Service level agreement

The commitment

Shared hosting, cloud hosting, email and ডিএনএস are committed to 99.9% availability in a calendar month. That allows about 43 minutes of downtime a month, and it is a floor rather than a target — we aim considerably higher and publish what actually happened.

How it is measured

Downtime is time when the service does not answer a request it should have answered, measured from our monitoring and counted per calendar month. It starts when we detect it or when you report it, whichever is earlier.

Not counted: scheduled maintenance we announced beforehand, time lost to something on your side — a plugin, a script, an expired domain — and anything outside our reach, including a registry, an upstream network or a payment provider.

What you get if we miss it

Service credit against the affected service, applied to your account and usable against any future invoice:

·Below 99.9% but at or above 99.0% — 10% of that month for that service.

·Below 99.0% but at or above 95.0% — 25% of that month.

·Below 95.0% — 50% of that month.

Ask for it on a ticket within thirty days of the month in question, and say which service and roughly when. Credit is the remedy this agreement offers; it is not a cap on anything else the law gives you.

Maintenance

Planned work is announced ahead of time and scheduled for the quietest hours in Bangladesh. Emergency work — a security patch that cannot wait — happens when it has to, and we say what it was afterwards.