This Service Level Agreement ("SLA") is part of the Terms of Service between you ("Customer") and ASRHost. It outlines the level of service we guarantee for our hosting, VPS, and infrastructure services.
This SLA applies to the following services:
- Shared Hosting & WordPress Hosting
- VPS & Dedicated Servers
- Reseller Hosting
- Business Email & Webmail Services
This SLA does not apply to domain registration, SSL issuance, WHMCS licenses, or third-party services.
ASRHost guarantees 99.9% uptime for eligible hosting services on a monthly basis.
Uptime is measured across all servers and is calculated as:
Uptime % = (Total Minutes - Downtime Minutes) / Total Minutes × 100
If uptime falls below 99.9% in a calendar month, customers may request a service credit as follows:
- 99.0% – 99.89% uptime: 10% credit
- 98.0% – 98.99% uptime: 25% credit
- Below 98.0% uptime: 50% credit
Requests must be submitted within 7 days of the month’s end and include relevant logs or ticket IDs. Maximum credit is capped at one month of service fee.
Scheduled maintenance will be announced at least 24 hours in advance and does not count as downtime. The following are also excluded:
- Force majeure events (e.g., natural disasters, government action)
- Network or hardware failures outside ASRHost control
- Downtime caused by customer actions or configuration errors
- Denial of service (DoS/DDoS) attacks
ASRHost provides 24/7 technical support. Average initial response times:
- Critical issues (server down): within 30 minutes
- General technical issues: within 2 hours
- Billing or account inquiries: within 12 hours
All support requests must be submitted via our support ticket system.
Customers are expected to:
- Keep their software and CMS updated
- Use strong passwords and security practices
- Backup critical data regularly
- Report issues promptly via support
ASRHost reserves the right to modify this SLA at any time. Updated terms will be posted on our website and take effect immediately upon posting.
For any SLA-related questions or claims, please contact us:
Email: info@asrhost.com
Address: 3rd Floor Johor Uddin Market, Purbadhala Bazar, Purbadhala, Netrakona, Mymensingh, Bangladesh
