Service Level Agreement (SLA)
Effective Date: September 08, 2014 | Last Updated: September 26, 2025
1. Overview
This Service Level Agreement (SLA) defines the level of service customers can expect from HostCMT. Our goal is to ensure reliable, secure, and high-performance hosting solutions backed by professional support.
2. Uptime Guarantee
HostCMT guarantees 99.9% network uptime on an annual basis.
2.1 Exclusions
- Scheduled maintenance or emergency updates.
- Issues caused by user error, third-party scripts, or software.
- Circumstances beyond HostCMT’s control (e.g., natural disasters, DDoS attacks, upstream network failure).
3. Compensation Policy
If uptime falls below 99.9% in any given month, clients may request a service credit as follows:
| Uptime Percentage | Credit |
|---|---|
| 99.0% – 99.8% | 5% of monthly fee |
| 98.0% – 98.9% | 10% of monthly fee |
| 95.0% – 97.9% | 25% of monthly fee |
| Below 95% | 50% of monthly fee |
Note: Credit requests must be made within 10 days of the reported incident via support ticket. Credits are applied to the next billing cycle.
4. Support Response Time
| Priority | Description | Response Time |
|---|---|---|
| Critical | Server Down / Major Outage | Within 30 minutes |
| High | Website Inaccessible / Major Service Impact | Within 1 hour |
| Medium | Configuration / Minor Issues | Within 4 hours |
| Low | General Queries / Requests | Within 12 hours |
Support is available 24/7 via ticket and email.
5. Data Backup
- HostCMT provides daily automated backups for shared hosting accounts.
- Backups are retained for 7 days.
- Restoration requests may incur a small processing fee depending on the plan.
- Disclaimer: HostCMT is not liable for data loss. Customers are encouraged to maintain their own backups.
6. Maintenance Policy
- Scheduled maintenance notifications will be sent 24 hours in advance.
- Emergency maintenance may occur without prior notice if required to protect server stability or security.
7. Security and Monitoring
HostCMT servers are monitored 24/7 for performance, uptime, and security.
- Firewalls, malware scanning, and DDoS protection are included in most plans.
8. Customer Responsibilities
- Keep login credentials confidential.
- Maintain updated website scripts, plugins, and CMS versions.
- Avoid abusive resource usage, spam, or illegal content as per our Acceptable Use Policy (AUP).
9. Limitation of Liability
HostCMT shall not be responsible for indirect, incidental, or consequential damages, including loss of data or revenue, beyond the total amount paid for the service in the last 3 months.
10. SLA Updates
HostCMT reserves the right to modify this SLA with prior notice. Updated versions will be published on our official website.
11. Contact
For SLA-related inquiries or claims, contact:
Website: www.hostcmt.com
Email: [email protected]
Phone: +880 1511223335
