QloudHost Service Level Agreement (SLA)

Effective Date: 12 June 2026

Last Reviewed: June 2026

1. Introduction

This Service Level Agreement ("SLA") is a commitment by QloudHost.com, a brand operated by ("QloudHost", "we", "us", "our"), to eligible customers ("Customer", "you", "your") regarding the availability of covered hosting services.

This SLA forms an integral part of QloudHost's Terms of Service, Acceptable Use Policy, Abuse Policy, Privacy Policy, and any product-specific terms applicable to the Customer's service.

By purchasing or using any hosting service from QloudHost, you acknowledge that you have read, understood, and agreed to this SLA.

2. Covered Services

This SLA applies only to the following paid hosting services:

• Shared Web Hosting
• WordPress Hosting
• VPS Hosting
• Dedicated Servers
• Managed Dedicated Servers

The following are excluded from this SLA:

• Domain name registration, renewal, transfer, DNS propagation, or registrar-related issues
• SSL certificates governed by certificate authority rules
• Third-party software, scripts, plugins, themes, applications, APIs, mail relays, CDN providers, DNS providers, or security tools
• Customer-installed operating systems, control panels, custom kernels, firewall rules, software, scripts, or configurations
• Beta, preview, free, trial, promotional, or complimentary services
• Add-ons or third-party services unless specifically covered in writing
• Initial provisioning, migration, or deployment delays
• Email deliverability, blacklist issues, spam filtering, or third-party email relay problems

3. Uptime Guarantee

QloudHost provides the following monthly uptime commitments, measured per service instance, per calendar month:

Uptime is measured only for the specific affected service. It is not calculated across all services, locations, accounts, websites, or infrastructure globally.

Uptime commitments apply on a per-service basis and do not guarantee uninterrupted availability of any individual website, application, virtual machine, container, process, database, or customer workload hosted on the service.

Network Availability Commitment

For VPS Hosting, Dedicated Servers, and Managed Dedicated Servers, QloudHost targets 99.99% monthly network availability for its core infrastructure.

Network availability refers to the accessibility of QloudHost's internal network infrastructure and does not include failures caused by upstream carriers, internet backbone providers, peering disputes, customer internet service providers, regional routing issues, DDoS attacks, third-party network providers, force majeure events, or circumstances beyond QloudHost's reasonable control.

Network availability commitments do not create separate or additional service credits beyond those expressly described in Section 6 of this SLA.

4. Definition of Downtime

"Downtime" means a continuous period during which the Customer's covered hosting service is completely unavailable to end users due solely to a failure within QloudHost's server infrastructure, network, or data centre facilities.

Downtime does not include:

• Scheduled maintenance announced at least 24 hours in advance
• Emergency maintenance required for security, stability, abuse control, or infrastructure protection
• Customer-side configuration, code, database, DNS, firewall, plugin, theme, CMS, control panel, operating system, or software errors
• Resource limit breaches, high CPU/RAM/IO usage, account throttling, inode limits, bandwidth limits, or suspension due to abuse or non-payment
• DDoS attacks, brute-force attacks, malware, hacking attempts, spam abuse, bot traffic, or malicious activity
• Third-party failures including domain registrars, DNS providers, CDNs, upstream network providers, internet exchanges, payment gateways, or external APIs
• Force majeure events including natural disasters, government actions, war, terrorism, riots, fire, pandemic, internet backbone failure, power grid failure, or events outside QloudHost's reasonable control
• Partial degradation, slow loading, packet loss, intermittent connectivity, or performance issues where the service remains partially accessible
• Downtime caused by customer-installed software, self-managed VPS/dedicated server changes, firewall rules, OS updates, kernel modifications, or administrative actions
• Network congestion, internet routing issues, upstream carrier problems, peering disputes, regional connectivity disruptions, customer ISP issues, or internet backbone failures occurring outside QloudHost's direct control shall not constitute SLA downtime

Service suspensions, null routing, traffic filtering, firewall mitigation, network isolation, abuse investigations, emergency security actions, or protective measures taken to safeguard infrastructure, network stability, other customers, or QloudHost systems during security incidents, abuse events, malicious activity, or DDoS attacks shall not constitute SLA downtime.

For unmanaged or self-managed VPS and Dedicated Server services, QloudHost is responsible only for the availability of the underlying infrastructure. QloudHost is not responsible for operating system functionality, software operation, security configuration, application performance, customer administration activities, custom kernels, control panels, firewall configurations, software updates, or any customer-managed components.

DDoS Mitigation and Security Events

QloudHost may, at its sole discretion, implement DDoS mitigation, traffic filtering, rate limiting, null-routing, traffic scrubbing, firewall restrictions, network isolation, or other protective measures to preserve service availability, infrastructure stability, and network security.

Any service interruption, traffic filtering, latency increase, packet loss, restricted accessibility, null-routing, mitigation activity, or temporary service degradation resulting from such protective measures shall not constitute SLA downtime.

QloudHost reserves the right to take immediate action without prior notice where necessary to protect customers, infrastructure, networks, systems, or data from security threats, abuse, malicious activity, or attacks.

5. Uptime Calculation

Monthly Uptime Percentage is calculated as:

QloudHost's internal monitoring systems shall be the primary source for uptime and downtime determination. QloudHost may, at its sole discretion, consider credible third-party monitoring reports submitted by the Customer, but third-party reports shall not automatically override QloudHost's infrastructure logs, monitoring data, or incident records.

Downtime begins when QloudHost verifies that the covered service is unavailable due to a qualifying failure within QloudHost's control and ends when the service is restored. Partial minutes may be rounded up to the nearest full minute.

Uptime Calculation Example

The following example is provided for illustration purposes only:

If a service experiences 600 minutes of verified unplanned downtime during a 30-day calendar month:

• Total Monthly Minutes = 43,200
• Monthly Uptime Percentage = ((43,200 − 600) ÷ 43,200) × 100
• Monthly Uptime Percentage = 98.61%

Under the applicable SLA credit schedule, the Customer would qualify for a service validity extension of 7 days for the affected service.

Actual SLA credits will always be determined based on verified downtime records maintained by QloudHost.

6. Service Credit Schedule

If QloudHost fails to meet the applicable monthly uptime guarantee and the Customer submits a valid claim, QloudHost will provide a service validity extension for the affected service.

Standard Tier — Shared Hosting, WordPress Hosting, VPS Hosting

Maximum credit for Standard Tier: 30 days per calendar month.

Infrastructure Tier — Dedicated Servers and Managed Dedicated Servers

Maximum credit for Infrastructure Tier: 30 days per calendar month.

Service credits apply only to the specific affected hosting plan. Credits are non-transferable, have no cash value, cannot be exchanged for refunds, and do not apply to domains, licenses, add-ons, software, third-party services, or other accounts.

For annual or multi-year plans, the credit will be applied as additional validity days added to the current service expiry date.

SLA credits are the Customer's sole and exclusive remedy for any qualifying service availability failure. Service interruptions, outages, downtime incidents, maintenance events, or SLA violations shall not entitle the Customer to refunds, chargebacks, cancellation rights, monetary compensation, damages, penalties, or any other form of compensation except the service credits expressly described in this SLA.

7. Credit Claim Procedure

To request an SLA credit, the Customer must:

1. Submit an SLA Credit Request through the QloudHost Support Portal.
2. Submit the claim within 30 calendar days from the date of the alleged downtime.
3. Provide the affected service ID, date, time, duration, description of the issue, and supporting evidence, if available.
4. Keep the account active and in good standing during the review period.

QloudHost will review the claim against monitoring records, system logs, network records, and incident reports.

QloudHost will aim to respond within 7 business days. If approved, the service validity extension will be applied within 10 business days of approval.

8. Credit Eligibility

A Customer is eligible for SLA credit only if:

• The affected service is covered under this SLA
• The account was active and in good standing at the time of downtime and claim review
• The downtime was caused solely by QloudHost-controlled infrastructure
• The downtime is verified through QloudHost's monitoring and operational records
• The claim is submitted within 30 calendar days
• The Customer has not violated QloudHost's Terms of Service, Acceptable Use Policy, Abuse Policy, or billing obligations

9. Scheduled and Emergency Maintenance

QloudHost may perform scheduled maintenance to improve performance, apply security updates, upgrade infrastructure, or maintain service reliability.

Scheduled maintenance will be announced at least 24 hours in advance through email, the customer portal, or the QloudHost status page.

Where possible, scheduled maintenance will be performed during low-traffic periods, typically between 01:00 and 06:00 IST.

Scheduled maintenance windows will generally not exceed 8 hours per month per affected service unless extended maintenance is required for security, infrastructure stability, emergency remediation, hardware replacement, or data protection purposes.

Emergency maintenance may be performed without advance notice where required to protect customers, infrastructure, data, security, or network stability.

Scheduled and emergency maintenance are excluded from SLA uptime calculations.

10. Hardware Replacement for Dedicated Servers

For Dedicated Servers and Managed Dedicated Servers, QloudHost will make commercially reasonable efforts to replace confirmed failed hardware within the following target timelines:

These target timelines represent operational objectives and are not guaranteed resolution times. Actual replacement times may vary based on data centre location, hardware availability, vendor logistics, RAID rebuild requirements, operating system recovery, customer-specific configurations, force majeure events, or other circumstances beyond QloudHost's reasonable control.

11. Support Response Targets

These are first-response targets only and do not guarantee resolution time. Resolution depends on issue complexity, customer cooperation, third-party dependencies, software condition, and infrastructure status.

12. Backups and Data Responsibility

SLA credits do not constitute compensation for data loss, corruption, deletion, security compromise, business interruption, lost revenue, or loss of opportunity.

Customers are solely responsible for maintaining independent and regular backups of their websites, databases, emails, files, applications, VPS instances, and dedicated server data.

Any backup service offered by QloudHost is provided subject to separate backup terms and does not replace the Customer's responsibility to maintain independent backups.

13. Maximum Liability and Limitation of Damages

The maximum cumulative SLA credit for any Customer shall not exceed 90 days in any rolling 12-month period.

QloudHost's liability under this SLA is limited exclusively to service validity extensions. QloudHost shall not be liable for indirect, incidental, consequential, punitive, special, or business damages, including loss of revenue, profits, data, reputation, opportunity, customers, goodwill, or substitute service costs.

The service credit described in this SLA is the Customer's sole and exclusive remedy for qualifying service availability failures.

Under no circumstances shall QloudHost's cumulative liability arising from any SLA claim exceed the fees paid by the Customer for the affected hosting service during the billing cycle in which the qualifying downtime occurred.

Regardless of the nature of the claim, QloudHost shall not be liable for any indirect, incidental, consequential, special, punitive, exemplary, or business-related damages, including loss of profits, revenue, customers, contracts, goodwill, business opportunities, data, reputation, or anticipated savings.

Nothing in this SLA shall exclude or limit liability to the extent such exclusion or limitation is prohibited under applicable law.

14. Service Incident Notifications

Official service incident information published on the QloudHost Status Page shall be considered the authoritative source regarding service availability events, maintenance notifications, incident timelines, and outage resolution status.

Official communication channels include:

• Status Page: https://status.qloudhost.com
• Registered Customer Email
• Support Portal Updates
• Customer Dashboard Notifications, where available

Customers are encouraged to subscribe to status notifications and maintain an up-to-date registered email address.

15. SLA Updates

For material changes, QloudHost will provide at least 30 calendar days' notice through email, website notice, customer portal notice, or SLA page update.

Continued use of QloudHost services after the effective date of an updated SLA constitutes acceptance of the revised SLA.

16. Dispute Resolution

If a Customer disagrees with an SLA credit decision, the Customer may submit a written escalation to [email protected] within 30 calendar days of the decision.

QloudHost will review the escalation and provide a final internal review response within 15 business days.

QloudHost's final internal review decision shall be without prejudice to any rights available to either party under applicable law.

17. Governing Law and Jurisdiction

Any disputes arising under this SLA shall be subject to the exclusive jurisdiction of the competent courts located in Lucknow, Uttar Pradesh, India.

18. Contact Information

For SLA-related inquiries:

• Support Portal: https://my.qloudhost.com/submitticket.php
• Legal / Escalations: [email protected]
• Status Page: https://status.qloudhost.com
• Website: www.QloudHost.com

This SLA is issued by QloudIn Technologies Private Limited, operators of QloudHost.com. All rights reserved.