SERVICE LEVEL AGREEMENT (SLA)

Effective Date: July 1, 2026

This Service Level Agreement (“SLA”) governs the performance and availability of web hosting services provided by HostGete (“We”, “Us”, or “Our”) to our clients. We commit to providing a highly stable and reliable hosting environment.

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1. 99.9% UPTIME GUARANTEE

HostGete guarantees a 99.9% network and server uptime in any given monthly billing cycle. This means your website hosting services will be accessible to visitors from the network infrastructure almost continuously.

2. SLA CREDITS (ক্ষতিপূরণ নীতি)

In the event that our network or hardware infrastructure experiences unscheduled downtime that drops below our 99.9% guarantee, clients may be eligible for service credits applied directly to their HostGete billing account. Credits are calculated as follows:

Monthly Uptime Percentage	Service Credit Received
99.9% to 100%	Standard SLA Met (0% Credit)
99.0% to 99.8%	10% of Monthly Hosting Fee Credited
95.0% to 98.9%	25% of Monthly Hosting Fee Credited
Below 95.0%	50% of Monthly Hosting Fee Credited

3. SLA EXCLUSIONS (যা ডাউনটাইম হিসেবে গণ্য হবে না)

The uptime guarantee does not apply to any performance or accessibility issues caused by:

• Scheduled Maintenance: Routine updates, hardware upgrades, or software patching communicated at least 24 hours in advance.
• Client Actions: Misconfigurations, faulty code, script errors, or high resource utilization caused by the client’s website.
• External Interferences: DDoS attacks targeted at the client’s site, third-party internet route failure, or upstream ISP network blocks.
• Force Majeure: Events beyond our control such as natural disasters, war, acts of terrorism, or global cloud node blackouts.

4. HOW TO CLAIM CREDIT

To receive an SLA credit, clients must open a formal **Billing Support Ticket** inside the HostGete portal within seven (7) days of the downtime occurrence. The ticket must include the date, approximate time, and any logs or monitoring data indicating the disruption. Upon verification, approved credits will be applied to the client’s account balance within the next billing cycle.

5. CONTACT US

If you have any questions or require network support, please reach out to our team:

• Brand: HostGete
• Support Email: support@hostgete.com
• Client Area: https://portal.hostgete.com/