This Service Level Agreement (“SLA”) applies to every Bigdomainhost shared, cPanel, WordPress, cloud, reseller, VPS, VDS and dedicated server account in good standing. It forms part of the Terms of Service.
1. The commitment
| Component | Monthly availability | Maximum downtime per 30-day month |
|---|---|---|
| Network availability | 99.9% | 43 minutes 12 seconds |
| Power / infrastructure | 99.9% | 43 minutes 12 seconds |
| Hardware replacement | Within 4 hours of diagnosis | — |
| First support response (phone) | Immediate, 24×7 | — |
| First support response (email) | Within 1 hour | — |
2. How uptime is measured
Availability is measured per calendar month, per service, from our external monitoring nodes. A service is “down” when it fails three consecutive checks 60 seconds apart from at least two independent monitoring locations, and stays down until the first successful check.
Downtime is measured from the time we detect it, or from the time you open a ticket — whichever is earlier.
3. Credit schedule
If we miss the commitment, you are entitled to a credit against the monthly fee of the affected service:
| Monthly availability | Credit |
|---|---|
| 99.9% or above | No credit due |
| 99.0% – 99.89% | 10% of the monthly fee |
| 98.0% – 98.99% | 25% of the monthly fee |
| 95.0% – 97.99% | 50% of the monthly fee |
| Below 95.0% | 100% of the monthly fee |
Credits are capped at 100% of the monthly fee for the affected service, are applied to your next invoice, and are the sole and exclusive remedy for downtime.
4. What does not count as downtime
- Scheduled maintenance announced at least 48 hours in advance, in a window between 00:00 and 05:00 IST, not exceeding 4 hours per month.
- Emergency maintenance needed to patch an actively exploited vulnerability.
- Downtime caused by your software, configuration, scripts, CMS, plugins or database.
- Downtime caused by exceeding plan resource limits, or by suspension under the AUP or for non-payment.
- DNS propagation, domain expiry, or a registrar or third-party service failing.
- Attacks against your own service that exceed our published DDoS filtering capacity.
- Force majeure as defined in the Terms of Service, including undersea cable cuts and government-ordered shutdowns.
- Connectivity problems between you and our network that are outside our network — your ISP, your last mile, or an intermediate carrier.
5. How to claim
- Email support@bigdomainhost.com with the subject “SLA CREDIT CLAIM” within 30 days of the incident.
- Include the service name or IP, the dates and times (with timezone) of the outage, and any monitoring logs or traceroutes you have.
- We verify against our own monitoring and respond within 7 working days.
- Approved credits appear on your next invoice.
Credits are available only to accounts with no overdue invoices and no open AUP breach.
6. Maintenance notices
Planned maintenance is announced by email and on our status channel at least 48 hours ahead. We schedule it for the small hours of IST and, on redundant platforms, migrate workloads live where possible.
Grievance officer
As required by the Information Technology Act, 2000 and the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, the grievance officer for Bigdomainhost is:
- Name: Parth Sharma
- Designation: Proprietor & Grievance Officer
- Email: support@bigdomainhost.com
- Phone: +91 75994 50220
- Address: 32 A/G-673 A, Kamla Nagar, Agra, Uttar Pradesh 282005, India
Complaints are acknowledged within 24 hours and resolved within 15 days of receipt, as the Rules require.
How to reach us
Questions about this policy, or anything else, go to the same 24×7 team:
- Phone: +91 75994 50220 (24×7, IST)
- Email: support@bigdomainhost.com
- WhatsApp: +91 75994 50220
- Postal address: Bigdomainhost, 32 A/G-673 A, Kamla Nagar, Agra, Uttar Pradesh 282005, India
- Proprietor: Parth Sharma