Service Level Agreement (SLA) for Himalayan Host

Effective Date: 17th September 2013

Last Update Date: 22nd September 2024

1. Introduction

This Service Level Agreement (SLA) establishes the commitments of Himalayan Host (“Company”) regarding the availability, support, and performance of its web hosting services. By utilizing our services, you agree to the terms outlined in this SLA.

2. Service Availability

Himalayan Host targets an uptime of 99.9% per calendar month, excluding scheduled maintenance or downtime due to factors outside our control.

2.1 Scheduled Maintenance

Scheduled maintenance will be communicated to customers 48 hours in advance and conducted during off-peak hours.

3. Support Response Times

Himalayan Host provides support via phone, email, and WhatsApp. Response times are categorized as follows:

• Critical Issues: Response within 1 hour (e.g., service outages).
• High Priority Issues: Response within 4 hours (e.g., performance issues).
• Medium Priority Issues: Response within 12 hours (e.g., configuration issues).
• Low Priority Issues: Response within 24 hours (e.g., general inquiries).

3.1 Support Availability

Support is available 24/7. Customers are encouraged to report issues promptly.

4. Customer Responsibilities

Customers must:

• Provide accurate and timely payment information.
• Monitor the status of their Domain and Hosting services regularly.
• Promptly notify the support team of any errors.

Note: Losses incurred due to late reporting are not the responsibility of Himalayan Host.

5. Inodes Policy

Himalayan Host imposes inode limits on shared hosting accounts:

• Enterprise Accounts: 420,000 inodes
• Business Accounts: 210,000 inodes
• Starter Accounts: 140,000 inodes

If the inode limit is reached, customers may be asked to take action or upgrade their plan, as exceeding limits can degrade performance for all customers. Failure to comply may result in account suspension.

6. Backup Policy

Himalayan Host offers a courtesy backup service for Shared Hosting, Cloud Hosting, and Reseller Hosting plans, retaining backups for 15-30 days. This service is not available for VPS and Dedicated Hosting plans.

Customers are responsible for maintaining their own backups of website content, emails, and databases. The Company is not liable for data loss due to various factors, including connectivity issues or natural disasters.

7. Disk Space and Traffic Usage

The terms "unlimited" and "unmetered" are based on average resource usage among similarly situated customers. Resource use must not exceed that of others in a way that affects performance or causes service issues.

Fair Usage Limit: 50GB per cPanel account.

8. Database Engine Usage Policy

Customers must use MySQL and PostgreSQL resources in a manner that does not compromise server performance. Exceeding 10% of system resources for MySQL queries at any time may result in warnings or account suspension.

Database sizes must not exceed 900 MB for Enterprise, 600 MB for Business, and 300 MB for Starter plans.

9. CPU Access Policy

CPU resources are shared among all customers. If a customer’s account reaches 70% of its monthly CPU quota, they will be notified. Failure to take corrective action may result in limited CPU access until the quota resets.

10. Cancellation of Services and Refund Policy

Cancellation requests for renewal payments must be submitted before 11:59 AM EDT on the day before the renewal date. All Shared and Cloud Hosting packages come with a 27-day money-back guarantee, with specific conditions.

Upgrades and renewal payments are non-refundable.

11. Technical Support Policy

Technical support is provided as-is, without guarantees of outcomes. Support requests must be made via the ticketing system; abuse of the system may lead to account restrictions or termination.

12. Customer Service Cancellation Policy

Cancellation requests must be submitted through the Client Area. Accounts will be suspended immediately upon cancellation. The Company retains account data for 15 days post-cancellation before deletion.

13. Limitation of Liability

Himalayan Host is not liable for indirect, incidental, or consequential damages. Liability for any claim is limited to the amount paid by the customer for the preceding month.

14. Indemnification

Customers agree to indemnify Himalayan Host against any claims arising from breaches of these Terms.

15. Monitoring and Disclosures

All activities on services may be monitored. The Company does not monitor customers’ websites unless a violation of these Terms is suspected.

16. Governing Law

This SLA shall be governed by the laws of the jurisdiction in which Himalayan Host operates.

17. Contact Information

For questions regarding this SLA, please contact:

Himalayan Host Private Limited
Email: [email protected]
Phone: 01-4794614
Address: New Baneshwor, Kathmandu, Nepal

By using our services, you acknowledge that you have read, understood, and agree to be bound by this Service Level Agreement.