We commit to 99.9% monthly uptime on shared and reseller hosting and 99.99% on VPS and dedicated servers. Miss it and you are owed a service credit on the scale in Section 3. You claim it within 30 days; we do not require you to prove the outage, only to point at it.
1.The Uptime Commitment
Uptime is measured per calendar month, per service, as the percentage of minutes in which the service responded normally to our monitoring.
| Service | Monthly uptime commitment | Allowed downtime per 30 days |
|---|---|---|
| Shared and reseller hosting | 99.9% | 43 minutes |
| VPS and cloud instances | 99.99% | 4 minutes 19 seconds |
| Dedicated servers (network and power) | 99.99% | 4 minutes 19 seconds |
| Business email | 99.9% | 43 minutes |
| DNS resolution | 99.99% | 4 minutes 19 seconds |
The commitment covers our own infrastructure: the server, its power, its network path and the hypervisor beneath it. It does not extend to your application code, your database queries, a plugin you installed, or a third-party API your site depends on.
2.How Uptime Is Measured
Availability is checked from independent external monitoring nodes in more than one region, at intervals of one minute or less. A service is counted as down from the first failed check confirmed by a second node, and up again from the first successful check.
- Downtime is counted in whole minutes and only against the affected service, not the whole account.
- A partial degradation that still serves requests, such as slower response under load, is not counted as downtime unless the service fails to respond at all.
- Our monitoring record is the reference measurement. If your own monitoring disagrees, send us the logs with timestamps and time zone and we will reconcile the two in good faith before deciding the claim.
3.Service Credits
Where we fall below the commitment in a calendar month, you are entitled to a credit against the monthly fee for the affected service:
| Monthly uptime achieved | Credit on that service |
|---|---|
| 99.9% to 99.0% | 10% |
| Below 99.0% to 98.0% | 25% |
| Below 98.0% to 95.0% | 50% |
| Below 95.0% | 100% |
Credits are applied to your WebsNP account against future invoices for that service. They are not paid out in cash, cannot exceed 100% of the monthly recurring fee for the affected service, and are calculated per service rather than across your whole account.
4.How to Claim
- Open a billing ticket from your client area within 30 days of the end of the month in which the downtime occurred.
- Include the service concerned and the approximate date and time of the outage, with a time zone.
- We check it against our monitoring and respond within 5 working days.
You do not need to prove the outage or supply monitoring data of your own. Pointing at roughly when it happened is enough for us to find it. Credits are not applied automatically because we do not assume every customer wants a credit rather than an explanation, so the claim is yours to raise.
5.Maintenance Windows
Keeping the platform patched requires occasional maintenance. We schedule it to be as invisible as possible.
- Planned maintenance is announced at least 72 hours in advance by email and in the client area, and runs between 22:00 and 06:00 Nepal Standard Time. Most of it causes no interruption at all.
- Urgent maintenance, such as a serious vendor security patch, is announced at least 24 hours in advance where circumstances allow.
- Emergency maintenance may be carried out without notice where a live security or stability threat makes waiting the greater risk. We notify as soon as practical, including afterwards if that is the only option.
Planned and urgent maintenance inside an announced window does not count as downtime. Emergency maintenance that takes a service offline for longer than 30 minutes does count, and is eligible for credit under Section 3.
Where maintenance requires action from you, such as restarting your own software on an unmanaged server, we say so in the notice. Time your service spends down waiting for that action is not counted against us.
6.What This SLA Does Not Cover
Downtime from the following is excluded from the uptime calculation and from credits:
- Your own application, code, plugins, themes, database queries or configuration, including an update you applied.
- Exhausting your plan's resources, or throttling applied under Section 5 of the Acceptable Use Policy.
- Suspension or termination for non-payment or for breach of the Terms and Conditions or Acceptable Use Policy.
- Attacks directed at your site specifically, beyond the mitigation included in your plan.
- Failures in software or licences you asked us to install, or in a third-party service your site depends on.
- DNS delegated away from us, domain expiry, or a registry or registrar failure.
- Your own connectivity, ISP routing, local firewall or device.
- Announced maintenance windows, as described in Section 5.
- Force majeure: natural disaster, war, civil unrest, government action, nationwide power or carrier failure, or an upstream internet outage outside our control.
- Beta, trial, free and promotional services, which carry no uptime commitment.
7.Sole Remedy and Changes
Service credits under this SLA are your sole and exclusive remedy for any failure to meet the uptime commitment. This SLA does not create a right to consequential damages, and it operates subject to the limitation of liability in Section 8 of the Terms and Conditions and to our Disclaimers.
We may amend this SLA. Where a change reduces a commitment or a credit, active customers are given at least 30 days' notice by email before it takes effect, and the version in force when your current term started continues to apply until that term ends.
8.Questions About This Document
If any part of this document is unclear, or you need it explained before you order, open a ticket from your client area or email us and a human will answer. We would rather explain a clause now than argue about it later.