Uptime SLA

Our commitment

domhos IT Ltd. targets 99.9% network and server uptime per calendar month for shared, WordPress, business, reseller and VPS hosting.

99.9% allows roughly 43 minutes of unplanned downtime per month. We usually do considerably better than that — the live figure is on our status page, calculated from real external checks rather than from marketing copy.

What counts as downtime

Downtime is any period where your service is unreachable from outside our network due to a failure of our infrastructure, measured by our monitoring in one-minute intervals.

What does not count

• Announced maintenance. We announce planned maintenance at least 48 hours in advance and schedule it between 02:00 and 05:00 Asia/Dhaka.
• Failures caused by your own code, plugins, database queries or resource limits.
• Suspension for non-payment or for breach of the acceptable use policy.
• Failures of your domain's DNS where the domain is not managed by us.
• Force majeure — nationwide network outages, natural disasters, government-directed shutdowns.

Service credits

| Monthly uptime | Credit | | --- | --- | | 99.0% – 99.89% | 10% of that month's fee | | 95.0% – 98.99% | 25% of that month's fee | | 90.0% – 94.99% | 50% of that month's fee | | Below 90% | 100% of that month's fee |

How to claim

Open a ticket within 30 days of the incident, including the dates and times you observed downtime. We check it against our monitoring and apply approved credit to your account within 5 working days.

Credit is applied to your account balance and used against future invoices. Credits are the sole and exclusive remedy for downtime, and cannot be paid out in cash.

Response times

| Severity | First response | | --- | --- | | Site or server down | Within 15 minutes, 24/7 | | Degraded performance | Within 1 hour | | General technical | Within 2 hours | | Billing | Within 2 hours, business days |