Service-Level-Agreement

Introduction

This Service Level Agreement ("SLA") describes the level of service AiryHosting (operated by NXlogy Solutions Private Limited) commits to providing to our customers.

This SLA applies to all shared hosting, WordPress hosting, and static hosting services. VPS and dedicated servers have separate SLAs.

By using our services, you agree to the terms of this SLA.

1. Uptime Guarantee

1.1 Uptime Commitment

AiryHosting guarantees 99.9% monthly uptime for hosting services.

What this means:

• 99.9% Uptime = Maximum 43.2 minutes of downtime per month
• Uptime = Server accessible and responding to requests
• Downtime = Server unavailable due to our infrastructure issues

Measurement:

• Calculated monthly (1st to last day of month)
• Based on automated server monitoring
• Excludes allowed downtime (see Section 1.3)

1.2 Uptime Calculation

Uptime % = (Total Minutes in Month - Downtime Minutes) / Total Minutes in Month × 100

Example for a 30-day month:

• Total minutes: 43,200
• Allowed downtime: 43.2 minutes
• Downtime exceeding 43.2 minutes triggers SLA credits

1.3 Excluded Downtime

The uptime guarantee does NOT apply to:

Scheduled Maintenance

✓ Announced 48 hours in advance via email
✓ Performed during low-traffic hours (2 AM - 6 AM IST)
✓ Maximum 2 hours per occurrence
✓ Maximum 2 occurrences per month

Customer-Caused Issues

✗ Website crashes due to faulty scripts
✗ Resource abuse causing server load
✗ Account suspension for Terms violations
✗ Password-locked accounts
✗ Unpaid invoices resulting in suspension

External Factors (Force Majeure)

✗ DDoS attacks on your website
✗ Internet backbone failures
✗ DNS propagation delays
✗ Third-party API failures
✗ Natural disasters
✗ Power grid failures
✗ Government-mandated shutdowns

Security Incidents

✗ Emergency security patching (zero-day vulnerabilities)
✗ Server isolation due to compromised accounts
✗ Malware cleanup and system hardening

2. Uptime Credits

2.1 Credit Eligibility

If uptime falls below 99.9% in a calendar month:

Credits are:

• Applied to your account balance
• Valid for 1 month from issue date
• Usable towards any AiryHosting service
• Non-transferable and non-refundable as cash

Maximum credit:

• Cannot exceed 15% of monthly service fee
• Cannot exceed one month's service cost
• Caps at the amount you paid for affected service

2.2 How to Request Credits

You must request credits within 7 days of the downtime incident:

1. Login to https://my.airyhosting.com
2. Open support ticket: "SLA Credit Request"
3. Include:
   • Date and time of downtime
   • Duration of downtime
   • Description of issue
   • Impact on your service
4. We investigate and respond within 5 business days
5. Approved credits applied to account within 7 days

Important:

• You must request - Credits are not automatic
• Proof of downtime required (screenshots, monitoring data)
• Request within 7 days or forfeit eligibility
• One request per incident

2.3 Credit Limitations

Credits are the SOLE REMEDY for:

• Uptime failures
• Service interruptions
• Server unavailability

We are NOT liable for:

• Lost revenue or profits
• Business interruption costs
• Data loss or corruption
• Customer loss
• Reputational damage
• Consequential damages

3. Network Performance

3.1 Network Infrastructure

Our network features:

• Connectivity: 1 Gbps uplink per server
• Bandwidth: Unlimited data transfer (fair use)
• Latency: <50ms average to major Indian cities
• Packet Loss: <0.1% under normal conditions
• DDoS Protection: Basic layer 3/4 protection included

3.2 Bandwidth Guarantees

Per-Account Bandwidth Allocation:

Fair Use Policy:

• Bandwidth is measured monthly as per your plan allocation
• Plans are designed for normal website usage patterns
• Sustained high usage must not impact other customers
• Sustained high usage that impacts server performance may require an upgrade
• All customers share server resources fairly
• We monitor usage to ensure optimal performance for everyone

3.3 Network Monitoring

We actively monitor:

• Server uptime (every 5 minutes)
• Network connectivity (every 1 minute)
• Packet loss and latency (every 10 minutes)
• Bandwidth utilization (real-time)
• DDoS attack detection (real-time)

Alerting:

• Automated alerts to our operations team
• Response within 15 minutes for critical issues
• Customer notification for extended outages (>30 minutes)

4. Support Response Times

4.1 Support Availability

Support Channels:

• Ticket System: 24/7 (primary method)
• Email: support@airyhosting.com (24/7)
• Phone: +91 9773880721 (Mon-Sat, 10 AM - 6 PM IST)
• Emergency: emergency@airyhosting.com (critical issues only)

4.2 Ticket Priority Levels

We classify tickets based on severity:

Priority 1: Critical

Examples:

• Complete server outage
• Website completely inaccessible
• Critical security breach
• Data loss incident

Response Time: 30 minutes
Resolution Target: 2 hours
Availability: 24/7

Priority 2: High

Examples:

• Website intermittently unavailable
• Email service disruption
• Performance degradation
• Partial functionality loss

Response Time: 2 hours
Resolution Target: 6 hours
Availability: 24/7

Priority 3: Medium

Examples:

• Control panel issues
• FTP/SSH connection problems
• Non-critical feature issues
• Configuration assistance

Response Time: 4 hours
Resolution Target: 24 hours
Availability: Business hours (Mon-Sat, 10 AM - 6 PM IST)

Priority 4: Low

Examples:

• General questions
• How-to inquiries
• Feature requests
• Billing questions

Response Time: 12 hours
Resolution Target: 48 hours
Availability: Business hours

4.3 Support Scope

Included Support:
✓ Account and billing assistance
✓ Server connectivity troubleshooting
✓ Control panel (Plesk) guidance
✓ DNS and nameserver configuration
✓ Email account setup
✓ SSL certificate installation
✓ Basic WordPress guidance
✓ Security incident response

NOT Included (Paid Services):
✗ Custom script development
✗ Website design or redesign
✗ Theme customization
✗ Plugin debugging
✗ Performance optimization
✗ Malware removal (if caused by customer)
✗ Data recovery beyond 7-day backup
✗ Third-party application setup

4.4 Support Response Guarantees

We guarantee:

• Initial response within stated time frames
• Updates every 24 hours on open tickets
• Escalation to senior team if unresolved
• Clear communication throughout

We do NOT guarantee:

• Specific resolution timeframes (best effort)
• Support for issues outside our control
• 24/7 phone support (tickets preferred)
• Instant resolution of complex issues

5. Service Performance

5.1 Server Resources

Per-Account Resource Allocation:

✓ NVMe SSD Storage
✓ Enterprise-Grade Hardware (AMD)
✓ HTTP/3 Protocol Support
✓ 99.9% Uptime Guarantee
✓ Free SSL Certificates
✓ Daily Automated Backups
✓ 24/7 Technical Support

Resource Enforcement:

• Enforced via Cgroup Manager
• Overage notifications at 80% usage
• Automatic limitation at 100% usage
• Upgrade recommendations provided

5.2 Performance Benchmarks

Expected Performance:

• ✓ Page Load Time
  ✓ Database Queries
  ✓ PHP Execution
  ✓ Email Delivery

Factors Affecting Performance:

• Website optimization
• Plugin/script efficiency
• Database optimization
• Image compression
• Caching implementation

5.3 Server Specifications

Hardware (AMD Ryzen 9 Pro 3900):

• Latest-generation AMD processors
• NVMe SSD storage in redundant RAID configuration
• ECC memory for data integrity
• Dedicated network connectivity
• 24/7 hardware monitoring and maintenance

Software Stack:

• Operating System: Ubuntu 24.04 LTS
• Web Server: Nginx + Apache
• Control Panel: Plesk Obsidian
• PHP: 7.4, 8.0, 8.1, 8.2, 8.3 (multi-version)
• Database: MySQL 8.0 / MariaDB 10.6
• Email: Postfix + Dovecot

6. Data Backup and Recovery

6.1 Backup Schedule

Automated Daily Backups:

• Frequency: Every 24 hours
• Time: 3:00 AM - 5:00 AM IST
• Retention: 7 days
• Includes: Files, databases, email accounts
• Excludes: Logs, cache, temp files

Backup Storage:

• Separate storage system
• Not on same physical server
• Encrypted at rest
• Replicated for redundancy

6.2 Backup Guarantees and Limitations

What We Guarantee:
✓ Daily backup attempts
✓ 7-day retention period
✓ Best-effort backup process

What We DON'T Guarantee:
✗ Successful completion of every backup
✗ Backup integrity (may fail due to corruption)
✗ Specific backup restore point availability
✗ Backup retention beyond 7 days

IMPORTANT: Backups are for disaster recovery only, NOT a replacement for your own backups.

6.3 Data Recovery Services

Free Restoration:

• One free restore per month
• Must be within 7-day backup window
• Best-effort basis
• No guarantee of complete data recovery

Paid Restoration Services:

• Additional restores: ₹500 each
• Selective file restoration: ₹1,000
• Emergency restoration (within 1 hour): ₹2,000
• Data recovery from failed server: ₹5,000+

Restoration Process:

1. Submit ticket: "Backup Restoration Request"
2. Specify date and what to restore
3. We verify backup availability
4. Restoration completed within 24 hours (standard)
5. Emergency restoration: within 1 hour (paid)

6.4 Customer Backup Responsibility

You are responsible for:

• Maintaining your own backups
• Downloading backups regularly
• Testing backup restoration
• Storing backups off-server

We recommend:

• Weekly manual backups
• Before major updates
• Before making significant changes
• Store in multiple locations

7. Security Commitments

7.1 Server Security

We provide:
✓ Firewall protection (modsecuirty+ fail2ban)
✓ Malware scanning (daily automated scans)
✓ Intrusion detection (real-time monitoring)
✓ DDoS protection (basic layer 3/4)
✓ Security updates (applied within 48 hours)
✓ SSL/TLS encryption (Let's Encrypt included)

7.2 Application Security

Your responsibilities:
✗ Keep WordPress/applications updated
✗ Use strong passwords
✗ Remove unused plugins/themes
✗ Implement proper file permissions
✗ Monitor for suspicious activity

We provide:
✓ Security advisory notifications
✓ Automatic security patches (OS level)
✓ Malware removal assistance (if you're hacked)
✓ Security hardening guidance

7.3 Security Incident Response

If security incident occurs:

1. We detect via monitoring
2. Affected accounts isolated (within minutes)
3. Investigation begins immediately
4. Customer notified within 1 hour
5. Incident resolved (timeline varies)
6. Post-incident report provided

Security Incident Response Times:

• Detection: Real-time
• Isolation: <15 minutes
• Notification: <1 hour
• Resolution: 2-48 hours (varies by severity)

8. SSL Certificates

8.1 Free SSL (Let's Encrypt)

We provide:
✓ Free SSL certificates for all domains
✓ Automatic installation
✓ Auto-renewal every 90 days
✓ Unlimited certificates
✓ Wildcard SSL support

Response Times:

• New certificate issuance: 5-10 minutes
• Renewal: Automatic
• Failed renewal resolution: 4 hours

8.2 Premium SSL (Commercial)

Available for purchase:

• Organization Validated (OV) SSL
• Extended Validation (EV) SSL
• Wildcard SSL
• Multi-domain SSL

Installation: Included with purchase
Support: Priority support for commercial SSL

9. Email Service Level

9.1 Email Uptime

Guaranteed uptime: 99.9% (same as hosting)

Included features:

• POP3/IMAP/SMTP access
• Webmail interface
• Spam filtering
• Virus scanning
• Email accounts (plan-dependent)

9.2 Email Delivery

Outbound Email:

• Delivery time: <5 minutes (normal)
• Spam filtering: Automatic
• Authentication: SPF, DKIM, DMARC supported

Inbound Email:

• Delivery time: <1 minute
• Spam filtering: Adjustable
• Virus scanning: Automatic

9.3 Email Support

Email-related issues:

• Configuration assistance: 2 hours
• Delivery problems: 1 hour
• Spam issues: 4 hours
• Account setup: 2 hours

10. DNS Service Level

10.1 DNS Uptime

Guaranteed uptime: 99.99%

DNS Features:

• Nameservers: ns1.airyhosting.com, ns2.airyhosting.com
• Propagation: 24-48 hours (global)
• Record types: A, AAAA, CNAME, MX, TXT, SRV, etc.
• Management: Via Plesk control panel

10.2 DNS Changes

Propagation times:

• Our servers: Immediate
• Global propagation: 24-48 hours
• Cannot be expedited (DNS system limitation)

11. Maintenance Windows

11.1 Scheduled Maintenance

Regular maintenance:

• Frequency: Maximum 2 times per month
• Duration: Maximum 2 hours each
• Time: 2:00 AM - 6:00 AM IST
• Notice: 48 hours advance email notification

Maintenance activities:

• OS security updates
• Software upgrades
• Hardware maintenance
• Network optimization
• Backup system maintenance

11.2 Emergency Maintenance

Unscheduled maintenance for:

• Critical security patches (zero-day)
• Hardware failures
• Network emergencies
• Security incidents

Notice:

• If possible: 2-4 hours advance notice
• If not possible: Immediate action, notification during

12. Service Limitations

12.1 What We DON'T Guarantee

This SLA does NOT cover:
✗ Third-party services (payment gateways, APIs)
✗ Content delivery networks (CDNs)
✗ Domain registrar services
✗ SSL certificate authorities
✗ Email deliverability to external servers
✗ Internet service provider (ISP) issues
✗ Client-side issues (browser, device, ISP)

12.2 Best-Effort Services

These are best-effort (no SLA):

• Migration services
• One-time setups
• Custom configurations
• Performance tuning
• Development assistance

13. SLA Exclusions

This SLA does not apply when:

• Customer violates Terms of Service
• Customer violates Acceptable Use Policy
• Account suspended for non-payment
• Service terminated by customer
• Force majeure events
• Customer-caused issues
• Third-party failures
• Beta or trial services

14. SLA Modifications

14.1 Changes to SLA

We may modify this SLA:

• With 30 days advance notice
• Posted on website with updated date
• Email notification to active customers
• Continued use = acceptance

14.2 Service Improvements

We reserve the right to:

• Improve service levels beyond SLA
• Add new guarantees
• Enhance monitoring
• Reduce response times

We will notify customers of improvements via:

• Blog posts
• Email announcements
• Website updates

15. Contact Information

15.1 SLA Questions

For SLA-related inquiries:

• Email: sla@airyhosting.com
• Ticket: "SLA Inquiry" in support portal
• Phone: +91 9773880721 (Mon-Sat, 10 AM-6 PM IST)

15.2 Service Status

Real-time service status:

• Status Page: status.airyhosting.com
• Twitter: @AiryHosting
• Email Alerts: Subscribe in control panel

15.3 Company Details

NXlogy Solutions Private Limited (AiryHosting)

Registered Office: D 31, 3rd Floor Sector 10, Noida 201301 Uttar Pradesh, India

Support: Email: support@airyhosting.com Phone: +91 9773880721 Portal: https://my.airyhosting.com

Summary

Our Commitment:
✓ 99.9% monthly uptime
✓ 24/7 technical support via tickets
✓ Response within 30 minutes for critical issues
✓ Daily automated backups (7-day retention)
✓ Free SSL certificates
✓ Proactive security monitoring
✓ Regular maintenance and updates

Your Responsibilities:

• Maintain own backups
• Keep software updated
• Use strong passwords
• Monitor account activity
• Report issues promptly
• Comply with policies

If We Fail:

• SLA credits (5%-15% of monthly fee)
• Request within 7 days of incident
• Applied to account balance
• Maximum remedy available

Limitations:

• Credits are sole remedy
• No liability for consequential damages
• Excluded downtime doesn't count
• Maximum credit: 15% of monthly fee

We are committed to providing reliable, secure, and high-quality hosting services.

Questions about this SLA? Contact: sla@airyhosting.com

Last Updated: November 12, 2025 Version: 1.0 Effective Date: November 12, 2025

This Service Level Agreement forms part of your hosting service contract with AiryHosting and should be read in conjunction with our Terms and Conditions.