Service Level Agreement (SLA)

TrustedHosting.in | Official Service Level Commitment | Updated on 31 October 2025

1. Introduction

This Service Level Agreement (SLA) defines the standards, availability guarantees, and support commitments provided by TrustedHosting.in to its customers. This document represents the operational transparency and accountability of our organization. It ensures that our clients understand the level of uptime, maintenance procedures, and compensation structure that governs all eligible hosting plans. The SLA is applicable to all users who have accepted the Terms of Service and have active hosting subscriptions covered under this policy.

2. Definition of SLA

The term “SLA” stands for Service Level Agreement. It represents a mutual understanding between TrustedHosting.in and its clients regarding uptime, service reliability, and response timelines. This agreement ensures that all our hosting services are delivered under measurable parameters that can be tracked and verified. The SLA builds trust by creating a clear benchmark for service quality and technical performance.

3. Purpose of this Agreement

The purpose of this agreement is to assure customers that TrustedHosting.in operates with a continuous commitment to high availability and system stability. It provides clarity on the conditions where compensation may apply, and outlines both client and provider responsibilities in maintaining uninterrupted hosting operations. Our goal is to make this agreement not only a compliance measure but also a guarantee of reliability for every client who depends on our infrastructure.

4. Services Covered Under the SLA

Only the following hosting plans are covered under the TrustedHosting.in Service Level Agreement. These plans are hosted on shared and reseller infrastructures that are monitored and managed by our internal technical operations team.

  • Web Hosting
  • WordPress Hosting
  • Business Hosting
  • Reseller Hosting
  • Master Reseller Hosting
  • Alpha Reseller Hosting

Each of these plans is backed by real-time network monitoring, datacenter redundancy, and proactive incident management systems that ensure operational stability and predictable uptime.

5. Services Not Covered Under the SLA

Cloud Hosting, VPS Hosting, and Dedicated Servers are not covered under this SLA. These are provided on a best-effort basis due to the high degree of customization and client-side control. Since client actions such as OS reinstallation, configuration changes, or software deployment can affect uptime, these services are excluded from compensation. Managed VPS and Dedicated plans include internal monitoring but do not qualify for SLA-based extensions or refunds.

6. Uptime Guarantee

TrustedHosting.in guarantees a monthly uptime of 99 percent across all shared and reseller hosting plans. Uptime is measured on a per-month basis, excluding scheduled maintenance. The measurement includes web server availability, email accessibility, and network-level connectivity at the datacenter. This guarantee demonstrates our commitment to maintaining consistent availability and dependable performance for every customer.

7. Monitoring and Validation Systems

Our infrastructure is monitored using a combination of third-party services and proprietary systems. These include external uptime checkers such as UptimeRobot as well as internal datacenter-level monitors that track resource health, network status, and service performance. In case of a downtime report or compensation claim, both internal and external logs will be reviewed to confirm authenticity before any compensation is processed. Only confirmed server-side incidents qualify for SLA coverage.

8. Compensation for Downtime

If a verified downtime incident exceeds five hours within a billing cycle, clients are eligible for a service extension of up to ten days on the affected hosting plan. The compensation will be applied only to the specific service impacted by the outage. Compensation is always issued as service extension, not as monetary refund, and applies only once per verified downtime event. This ensures a fair, measurable, and transparent compensation process that prioritizes continued service availability over financial transactions.

9. How to Request Compensation

Clients seeking SLA compensation must open a support ticket through the official client portal within seven days of the downtime event. The request must include the affected domain name, approximate outage duration, and any evidence supporting the claim. Our technical team will verify the report using datacenter logs, uptime analytics, and incident history. Once confirmed, compensation will be automatically added to the client’s service account as a date extension.

10. Maximum Compensation Policy

The total maximum compensation that may be granted under this SLA is limited to ten calendar days of additional hosting for the affected service. The compensation period cannot exceed this limit, regardless of the length or recurrence of downtime. TrustedHosting.in reserves the right to deny claims that cannot be substantiated through internal or datacenter-level logs. Repeated false claims may result in account suspension.

11. Conditions Not Eligible for Compensation

The following circumstances are excluded from the scope of compensation or extensions under this SLA:

  • Firewall IP blocks due to brute-force attempts, failed logins, or abuse mitigation
  • Account suspension or termination for overdue invoices or policy violations
  • Website, code, or application misconfigurations caused by user error
  • Custom PHP or development errors such as 404, 500, or 503
  • DNS propagation delays or third-party DNS resolver issues
  • Private nameserver misconfiguration or domain expiry
  • Browser cache issues or SSL misinstallations
  • Planned or emergency maintenance announced in advance
  • Force majeure events such as network outages beyond datacenter control

Compensation is strictly limited to verified internal infrastructure incidents and does not apply to any form of client mismanagement or third-party dependency failure.

12. Internal Verification and Incident Validation

When a downtime event is reported, our Network Operations Center and Datacenter partners jointly review system logs, uptime graphs, and error tracking. Any SLA claim is validated only if both systems confirm downtime exceeding the allowed threshold. External monitors that produce inaccurate results due to firewall IP blocks or excessive probing traffic are not accepted as evidence. Our verification is based exclusively on datacenter and server-level logs.

13. Reporting and Escalation Procedure

If clients believe an SLA violation has occurred, they may follow a three-step escalation process:

  • Step 1: Submit a detailed SLA compensation request through the support portal.
  • Step 2: Await verification and response from the technical operations team within three business days.
  • Step 3: If unsatisfied, escalate the issue to the SLA Review Department, which will review monitoring data and issue a final resolution report.

All escalations are handled transparently, with a written summary provided to the client.

14. Maintenance Windows

TrustedHosting.in conducts scheduled maintenance to upgrade software, patch vulnerabilities, or perform hardware optimization. Clients are informed in advance through the client portal or email. Maintenance events are typically performed during low-traffic hours to minimize impact. Planned maintenance does not count as downtime for SLA purposes.

15. Force Majeure

In rare cases where downtime is caused by events beyond our reasonable control, TrustedHosting.in shall not be held liable. Such events include natural disasters, data center fires, large-scale network attacks, or government-imposed restrictions. These are classified as Force Majeure conditions and are outside the scope of SLA compensation.

16. Internal Review Frequency

Our SLA is reviewed quarterly by the technical management and compliance teams to ensure it remains fair and reflective of real-world conditions. Updates are made to maintain consistency with evolving datacenter technologies, monitoring systems, and business practices. Each revision is published publicly on our official website for transparency.

17. Limitations of Liability

The total liability of TrustedHosting.in under this SLA is strictly limited to the additional hosting days offered as compensation. Under no circumstances shall TrustedHosting.in be responsible for indirect losses such as loss of revenue, loss of reputation, or data corruption arising from downtime or service interruptions.

18. Client Responsibilities

Clients must maintain valid contact details and payment methods to avoid suspension-related downtime. They should also ensure that website scripts, plugins, or applications are optimized and secure. Improper configurations or unpatched applications can lead to resource overuse and service degradation that falls outside the SLA coverage.

19. Legal Standing of SLA

This SLA forms an integral part of the Terms of Service between TrustedHosting.in and the client. By purchasing or using any service covered under this agreement, the client acknowledges that they have read, understood, and accepted all clauses within this SLA.

20. Policy Updates and Versioning

TrustedHosting.in reserves the right to amend or update this Service Level Agreement at any time without prior notice. Updated versions will be published at https://www.trustedhosting.in. Clients are encouraged to review the latest SLA regularly to stay informed about coverage changes or new terms.

21. No Monetary Compensation Clause

TrustedHosting.in does not provide any form of monetary refund, cash compensation, or account credit under this SLA. All approved claims are compensated only through the extension of the active service period on the affected hosting plan. This clause ensures fair resolution while maintaining operational consistency and transparency.

22. Contact Information

For SLA-related queries, escalation, or compensation requests, clients should contact our official departments below:

Website: https://www.trustedhosting.in
Client Portal: https://manage.trustedhosting.in
Email: support@trustedhosting.in
Abuse & Security Desk: abuse@trustedhosting.in
Registered Office: Flat 1-43, Raithapeta, Nandigama, Krishna District, Andhra Pradesh 521185, India