Service Level Agreement (SLA) — GOHOSTAR

1. Service Commitment

GOHOSTAR commits to delivering robust, reliable, and high-availability hosting services. We target an annual network and hardware availability uptime of 99.9% across our production datacenter nodes in India.

2. Scheduled Maintenance Windows

To maintain security patches, kernel updates, and hardware firmware integrity, GOHOSTAR performs periodic scheduled maintenance. Whenever feasible, scheduled maintenance is scheduled between 01:00 AM and 05:00 AM IST (Asia/Kolkata) with at least 48 hours advance notice sent via registered email.

3. Technical Support Response Targets

Our engineering desk strives to meet the following ticket response targets:

Ticket Severity	Target Initial Response	Coverage
Urgent / Critical Server Outage	Within 30 Minutes	24/7/365
High / Service Degradation	Within 2 Hours	24/7/365
Medium / General Technical Inquiry	Within 6 Hours	Business Hours
Low / General Sales & Billing	Within 12 Hours	Business Hours

4. SLA Exclusions

The SLA does not apply to interruptions caused by:

Client-side scripting, coding errors, or plugin conflicts within WordPress or custom code.
External DNS propagation delays outside GOHOSTAR control.
Account suspensions resulting from overdue invoices or Acceptable Use Policy violations.
Upstream national fiber cuts or acts of God beyond reasonable commercial control.

Editable SLA document. Tailor response commitments to your team's operational staffing hours.