SLA & uptime guarantee
Effective: • HostStack India
99.9%
Monthly uptime target
43 min
Max downtime per month
24/7
Infrastructure monitoring
30 day
Money-back guarantee
1. Availability commitment
HostStack commits to 99.9% monthly network availability for all shared hosting, cloud hosting, and VPS plans. Uptime is calculated as: ((Total minutes − Unplanned downtime) / Total minutes) × 100. "Unplanned downtime" = HTTP 5xx from our edge for 5+ consecutive minutes.
2. Exclusions
- ✕Scheduled maintenance — announced 24+ hrs in advance.
- ✕Force majeure — natural disasters, ISP backbone outages, government orders.
- ✕Customer-caused incidents — code bugs, malware, resource abuse.
- ✕DDoS attacks exceeding your plan mitigation tier.
- ✕Third-party services — external CDNs, payment gateways, DNS registrars.
- ✕Email delivery — recipient spam filtering is outside our control.
- ✕Free / trial accounts not on a paid billing cycle.
3. Service credits
If HostStack misses the 99.9% target due to reasons within our control, request a credit within 7 days:
| Monthly uptime | Credit |
|---|---|
| 99.0% – 99.9% | 10% of monthly fee |
| 95.0% – 99.0% | 25% of monthly fee |
| Below 95.0% | 50% of monthly fee |
Email hoststackpro@gmail.com within 7 days with account username, affected domain, and incident time. Credits cap at 50% of monthly fee and cannot be exchanged for cash.
4. Scheduled maintenance
Windows: 02:00–06:00 IST. Notice 24+ hours in advance for routine work; 72+ hours for major changes. Emergency maintenance may occur without advance notice for security reasons.
5. Incident response targets
- ▶Critical: acknowledged within 30 min, first update within 1 hr.
- ▶Major: acknowledged within 1 hr, first update within 2 hrs.
- ▶Minor: acknowledged within 4 hrs.
6. Backups
Daily automated backups retained for 7 days on separate infrastructure. Restore via support ticket.
7. Data breach notification (GDPR Art. 33)
In the event of a confirmed personal data breach affecting customer-hosted data, HostStack will:
- ▶Notify affected customers within 72 hours of becoming aware of the breach.
- ▶Notify the relevant supervisory authority (e.g., ICO for UK customers) within the same 72-hour window.
- ▶Provide details: nature of breach, categories of data, approximate number of subjects affected, likely consequences, and remedial measures.
For GDPR questions: hoststackpro@gmail.com (subject: "Security Incident" or "GDPR Breach"). See also our GDPR compliance page and Data Processing Agreement.
8. Governing law
This SLA is part of HostStack's Terms of Service. Governing law: Republic of India; jurisdiction: courts of Kolkata, West Bengal. For EU/UK customers, GDPR obligations under our DPA apply concurrently.