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99.9% Uptime Guarantee • Tier-4 High Availability SLA

HostAsia Service Level Agreement (SLA)

Our contractual commitment guaranteeing 99.9% Network & Power Availability, sub-10ms domestic latency via multi-homed BGP peering, enterprise hardware resilience, and financial service credit remediation for all cloud hosting and virtual server infrastructure.

SLA Commitment: 99.9% Monthly Uptime
Datacenters: Mumbai (CtrlS/STT) • Singapore (Equinix)
Active SLA Version: v4.0 (Enterprise)
SLA Performance Benchmarks:
99.9% Uptime SLA GuaranteedDual-Feed A+B Power1.2 Tbps DDoS Scrubbing≤ 15 Mins Critical Ticket SLA
Clause 1 • Scope & Applicability

1. Scope of Coverage & Infrastructure

This Service Level Agreement ("SLA") forms an enforceable guarantee between HostAsia Cloud Technologies and the Customer. This SLA applies specifically to:

Shared & Cloud Web Hosting: Hypervisor node availability, HTTP/HTTPS web daemon, and cPanel panel uptime.
Cloud NVMe VPS: Host node KVM hypervisors, assigned IP routing, and virtual disk I/O controllers.
Bare-Metal Dedicated Servers: Server rack power circuit feed, top-of-rack switch uplink, and bare-metal hardware functionality.
Core Network Infrastructure: Border routers, core distribution switches, and multi-homed BGP transit uplinks.
Clause 2 • Availability Commitment

2. 99.9% Availability Commitment & Calculation Formula

HostAsia guarantees that our network connectivity and host node infrastructure will be available 99.9% of the time in any given calendar billing month (representing a maximum allowable unscheduled downtime of approximately 43 minutes and 49 seconds over a 30-day month).

// Statutory SLA Monthly Uptime Percentage Formula:
Monthly Uptime % = [ (Total Operating Minutes in Month − Qualified Outage Minutes) / Total Operating Minutes in Month ] × 100

Qualified Outage Minutes are measured from the exact timestamp an automated hypervisor alarm fires or a client support ticket is logged with our NOC until network route reachability is restored.

Clause 3 • Physical Infrastructure

3. Tier-4 Physical Datacenter & Power Redundancy

HostAsia servers are housed in Tier-4 carrier-neutral facilities located in Mumbai (CtrlS / STT Telemedia) and Singapore (Equinix SG1), engineered with zero single points of failure:

Dual Power Paths (A+B):

Every server rack is energized by dual independent UPS utility distribution feeds backed by N+2 automated diesel backup generators with 72-hour on-site fuel reserves.

Multi-Homed BGP Transit:

Direct low-latency fiber connectivity to National Internet Exchange of India (NIXI), DE-CIX Mumbai, Tata Communications, Bharti Airtel, and Singtel with automated BGP failover.

Enterprise Hardware:

Dual AMD EPYC / Intel Xeon processors with hardware RAID-10 NVMe enterprise solid-state drives, ECC registered memory, and hot-swappable redundant power supply units.

Clause 4 • Remedy Matrix

4. Service Credit Calculation Matrix

In the rare event that HostAsia fails to maintain our 99.9% uptime commitment during a calendar month, you are eligible to receive financial service credits applied directly to your Client Console wallet:

Monthly Network Uptime %Service Credit RemediationAction Description
99.90% – 100.0%0% CreditFull SLA commitment satisfied. Optimal performance.
99.00% – 99.89%10% Credit10% of monthly hosting plan credited to client wallet.
98.00% – 98.99%25% Credit25% of monthly hosting plan credited to client wallet.
95.00% – 97.99%50% Credit50% of monthly hosting plan credited to client wallet.
Below 95.00%100% Full Month Free100% of entire monthly subscription fee credited.

* Note: Service credits are capped at 100% of the customer's monthly recurring bill for the specific affected service and cannot exceed the total monthly fee.

Clause 5 • Maintenance Policies

5. Scheduled Maintenance & Emergency Windows

1. Routine Scheduled Maintenance:To perform essential kernel live-patching, hypervisor firmware updates, and core switch upgrades, HostAsia conducts routine maintenance during low-traffic off-peak hours (typically 01:00 AM – 05:00 AM IST). Routine windows are announced via email and network status notice at least 48 hours in advance.
2. Critical Emergency Maintenance:In critical scenarios involving zero-day security vulnerabilities, hardware controller degradation, or active hypervisor security alerts, HostAsia reserves the right to execute immediate emergency intervention without prior 48-hour notice. Emergency maintenance is performed with maximum urgency to safeguard customer data integrity.
Clause 6 • Threat Mitigation

6. DDoS Mitigation & Traffic Scrubbing SLA

All HostAsia IP addresses are routed through inline automated DDoS mitigation appliances equipped with up to 1.2 Tbps of scrubbing capacity:

Automated Attack Detection:Volumetric attacks (SYN flood, UDP amplification, NTP reflection, DNS reflection) are detected within ≤ 3 seconds and automatically diverted to hardware scrubbing centers without packet drop for legitimate traffic.
Extreme Attack Blackholing:Attacks sustained over extraordinary thresholds (> 50 Gbps sustained for > 30 minutes) may be temporarily blackholed at the upstream edge router for up to 15 minutes to preserve hypervisor stability for neighboring tenants.
Clause 7 • Exceptions

7. SLA Exclusions & Force Majeure

The 99.9% Uptime SLA Guarantee does not apply to interruptions caused by:

  • Customer Configuration Issues: Customer-side script errors, misconfigured .htaccess files, buggy WordPress plugins, memory exhaustion from unoptimized SQL queries, or custom firewall locks.
  • DNS Propagation & Domain Expiration: Third-party DNS resolver latency, nameserver propagation delays, or domains suspended due to registrar non-renewal.
  • Account Suspension for Non-Payment / AUP: Outages resulting from invoice delinquency or accounts suspended due to phishing/malware abuse.
  • External Force Majeure: Acts of God, war, insurrection, civil unrest, government embargoes, undersea fiber cuts occurring outside HostAsia's immediate datacenter campus, or state-mandated internet shutdowns.
Clause 8 • Claim Protocol

8. Step-by-Step SLA Credit Claim Process

To request service credit under this SLA, follow these formal steps:

1
14-Day Claim Window:Submit your SLA claim ticket within fourteen (14) calendar days following the conclusion of the qualified outage incident.
2
Open Ticket to NOC & Billing:Log in to your Client Console at userpanel.hostasia.in and open a ticket categorized under Billing & NOC SLA Claim.
3
Provide Outage Telemetry:Include your affected service ID, IP address, exact start/stop timestamps, and traceroute or ping telemetry logs.
4
Verification & Wallet Disbursement:Our Level-3 NOC verifies server syslog and router telemetry within three (3) business days, and the eligible credit is credited to your client wallet immediately upon approval.
Clause 9 • Live Telemetry

9. 24/7 NOC Monitoring & Status Updates

HostAsia provides transparent real-time telemetry across all our Mumbai and Singapore edge nodes, hypervisor clusters, and transit uplinks:

Network Operations Center:24/7/365 Tier-3 NOC StaffHostAsia Cloud Technologies
Direct NOC Inbox:noc@hostasia.inAlt: support@hostasia.in
Incident Response SLA:≤ 15 Minutes for P1 OutagesProactive engineering failover
Primary Mumbai Datacenter:CtrlS Tier-4 Datacenter Campus, Navi Mumbai, India
Questions concerning enterprise SLA guarantees or custom dedicated uplinks?