Service Level Agreement (SLA)

Hosticky (operated by LiteLink Consultancy LLP) is committed to providing enterprise-grade infrastructure. We understand that your business relies on our servers. This Service Level Agreement outlines our 99.9% Uptime Guarantee and the remedies available to you if we fail to meet this standard.

1. The 99.9% Uptime Guarantee

We guarantee that our network and servers will be available 99.9% of the time in a given month. Uptime is measured solely by our internal monitoring systems and authorized third-party monitors configured by Hosticky.

2. SLA Credits

If your server experiences downtime that drops below the 99.9% guarantee, you are eligible to request an SLA credit. Credits are issued exclusively as Hosticky Wallet Credit to be used towards future invoices. No cash or bank refunds will be provided.

The credit is calculated as 5% of your monthly hosting fee for every hour of downtime below the 99.9% threshold, up to a maximum of 100% of your monthly fee.

3. Exceptions & Exclusions

The following scenarios are explicitly excluded from our downtime calculations and are not eligible for SLA credits:

• Scheduled Maintenance: Pre-announced maintenance windows for hardware upgrades, network routing, or software patching.
• Client Errors: Downtime caused by your own faulty scripts, invalid configurations, exhausted resources (CPU/RAM limits), or deleted files.
• Cyber Attacks: Service interruptions caused by DDoS attacks, malware infections, or targeted hacking against your specific website.
• AUP Violations: Suspensions or network blocks applied to your account due to abuse, spam, or copyright (DMCA) violations.
• Force Majeure: Natural disasters, regional internet back-bone failures, or upstream data center outages beyond our immediate control.

4. How to Claim a Credit

To request an SLA credit, you must submit a ticket to our Billing Department within 7 days of the downtime event. You must include your exact domain name, the date and time of the outage, and logs (if available). Our team will review the claim against our internal monitoring tools before applying any credit.